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Technical Support Representative
Job
Electronics International, Inc.
Hayden, ID (In Person)
$67,600 Salary, Full-Time
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Job Description
Electronics International Inc. is a small aircraft instrument manufacturer located on the Coeur d'Alene airport in Hayden, ID. We design, manufacture, sell, and support our own line of digital engine monitoring instruments for private aircraft. We are seeking a Technical Support Specialist who also processes incoming orders. We make no cold calls, but only respond to incoming contacts from our customers, potential customers, and dealers. Our typical customers are private pilots who own small aircraft, aircraft maintenance mechanics, our dealers, and Original Equipment Manufacturers (OEMs). This position requires ongoing on-the-job training, which we provide. A typical day includes communicating via phone and email with new and existing customers and dealers who may be interested in purchasing our instruments, need help identifying a possible problem with their existing instrument, or have questions about an installation. The troubleshooting portion of the job can be initially challenging, as you not only need to learn and gain an excellent understanding of our instruments and their capabilities, but also be able to help a customer or installer follow your accurate instructions in order for them to have good results. Many of the calls and emails from customers involve troubleshooting our equipment, guiding installations, or resolving issues caused by improper customer use or installation. Each day, you will enter new orders into our order system, answer technical emails, and answer incoming calls from customers, installers, dealers, and OEMs. For instrument repairs, you will act as the liaison between the customer and our repair department. This includes contacting customers to clarify reported issues, presenting repair quotes provided by our technicians to obtain customer approval, and verifying return shipping addresses, preferred shipping methods, and payment details. Professional writing skills are required for all correspondence. Since this job involves both technical support and order processing, there are no commissions or sales bonuses. This allows our support team to spend as much time as necessary to help each customer without the pressure of moving on to the next customer or dealer. Our company usually exhibits at six aviation trade shows each year. Most trade shows are only a couple of days long, while two are just over a week. We prefer that no team member has to attend more than a couple of shows per year. We pay for all necessary travel expenses.