We are currently seeking NILES BRAND Technical Support Representative to join our team in Carlsbad, CA. This exciting opportunity provides technical support for Brand products while upholding standards for customer service and technical expertise.
Essential Duties Include:
•Provide Technical Support for Brand products via telephone to Brand Dealers and End-Users.
•Support Brand Dealers with product related design assistance and installation troubleshooting.
•Return all calls and emails in a timely manner. Present the Technical Support Department in a friendly, upbeat and supportive manner.
•Provide Dealers with product and installation updates via phone, chat and email.
•Provide assistance and support to both the Customer Service and Service Departments in regard to Dealer and end-user needs.
•Assist Marketing with proofreading literature and manuals with regards to accurate technical content.
•Install, program and maintain the audio/ video systems in the various conference, training and demo rooms throughout the facility.
•Route calls to proper Departments to satisfy customer needs (i.e. service, parts requests, etc.).
•Act as the conduit to funnel Dealer and End-User suggestions and new product ideas to Product Development and Engineering.
•Act as the “feedback” loop between Engineering and Customers in solving product problem issues.
•Participate in the development of Technical Services training programs.
•Participate in the development of Dealer training programs.
•Participate in Dealer training programs as needed.
•Participate in the annual major industry events, such as CEDIA.
•Build and maintain Technical Services training and support equipment racks.
Education and/or Experience
•Associate of Arts or equivalent technical school preferred;
•Minimum of two year’s related experience
•Minimum of two years experience in system design, field installation and troubleshooting.
•Excellent reasoning, problem solving and communication skills required.
•Must be able to mentally visualize installations and troubleshoot appropriately.
•Working knowledge of MS Word, Excel & Outlook preferred
•Working knowledge of NetSuite a plus.
•Valid Driver's License required.
•CEDIA, PARA certification is preferred.
Please send resume along with salary requirements to
[email protected]
