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IDEX Technical Services Representative in Ocala, Florida

If you’re looking for a special place to build or grow your career, you’ve found it. Whether you’re an experienced professional, a recent college graduate or somewhere in between, IDEX is a place where you can apply your existing skills and learn new ones in an environment where you can make an impact.

With interesting opportunities in engineering, marketing, sales, supply chain, operations, HR, finance, and more across more than 40 diverse businesses (https://www.idexcorp.com/our-businesses/business-segments/) around the globe, chances are, we have something special for you.

Position Summary

The Customer Services Technical Representative will provide to customers, both external and internal, a primary contact for the exchange of technical assistance and information. This assistance can vary from product selection or application guidance to operational troubleshooting for our products.

Essential Functions

  • Assist customers in troubleshooting Hale and Class 1 products via phone, email, and in person.

  • Able to speak or give presentations and/or training to both internal and external customers

  • Process RMA’s in Issue-Trak

  • Process warranty/non-warranty orders in JDE

  • Manage Tech Support cases in Salesforce and act as a backup for Customer Service cases when needed

  • Work closely with engineering, and manufacturing teams to facilitate information with customers

  • Possess a thorough knowledge of Hale and Class1 product lines, and how they interact with the vehicle

  • Support the product management function and work closely with the Service and Quality Assurance departments

  • Provide technical support requests to Product Managers, Engineers, and others as needed to assist the customer

  • Provide customers with product advisories, announcements, or other technical data a need to provide world class customer satisfaction

  • Answer and support technical customer issues in the Tech Support call center.

  • Must embrace a challenging, fast paced, demanding yet rewarding customer service environment where the work you do can save life and property

  • The ability to work with limited supervision

  • A proven record of accomplishment by meeting time bound objectives and quality targets.

  • Ability to travel intermittently as needed – 10%

  • All other duties as assigned

Education

  • High School diploma or GED equivalent

Required Qualifications

  • 3-5 years of experience in Automobile or Fire & Ambulance Vehicle Industry

  • Ability to understand flow charts, parts diagrams, and electronic diagrams

  • Ability to maintain a high ethical standard in customer satisfaction

  • Proficiency in MS Office

Preferred Qualifications

  • Experience in the Fire Suppression Industry

  • Familiarity with the Class 1 and Hale products

  • Experience with repair and maintenance of a midship fire pump

  • Knowledge of JDE or equivalent software

  • Experience with Salesforce or other CRM

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this position, the employee is regularly required to sit and talk or hear. The employee is frequently required to walk and use hands to handle or feel. The employee is occasionally required to stand; climb or balance and stoop, kneel, crouch, or crawl. The employee must regularly lift and /or move up to twenty-five pounds and occasionally lift and/or move up to fifty pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.

Work Environment

While performing the duties of this position, the employee may be occasionally exposed to wet and/or humid conditions; moving mechanical parts; outside weather conditions and vibration. The noise level in the work environment is usually low to moderate typical of an office with occasional work requiring hearing and eye protection.

The above statements reflect the general details necessary to describe the principal functions of the job, and shall not be construed as a detailed description of all the work requirements that may be inherent in the job.

Are you ready to join a different kind of company where our people, our culture, and our commitments are centered around providing trusted solutions that improve lives around the world?

IDEX is an Equal Opportunity Employer and Affirmative Action Employer. IDEX gives consideration for employment to qualified applicants without regard to race, color, religion, creed, genetic information, sex, sexual orientation, gender identity or expression, marital status, age, national origin, disability, protected veteran status, or any other consideration or protected category made unlawful by federal, state or local laws (Minorities/Females/Protected Veterans/Disabled).

Attention Applicants: If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use this online application process and need an alternative method for applying, we will determine an alternate way for you to apply. Please contact our Talent Acquisition Team at lfcareers@idexcorp.com for assistance with an accommodation. These contact tools may be used only by individuals with a disability for accommodation requests. Do not inquire as to the status of an application.

Job Family: Sales

Business Unit: Hale

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