We are seeking an Electronics Systems Support Technician with a strong foundation in electronics and a desire to continuously learn and grow. In this role, you'll work directly with customers to troubleshoot hardware and software issues, provide technical guidance, and help ensure our products perform at their best. If you're a self-starter who enjoys problem-solving and delivering exceptional customer experiences, this is the opportunity for you.

Essential Functions include the following. Other duties may be assigned.

• Serves as the main point of contact with customers needing technical assistance
• Respond to customers via phone and email, including follow-up as needed
• Troubleshoots, diagnoses, and resolves technical hardware and/or software issues in digital surveillance and A/V systems
• Works with other departments to ensure quality customer service experience
• Keeps accurate record of problems and their resolutions
• Contributes to documentation on troubleshooting, systems support, and departmental processes while maintaining accordingly
• Provides feedback on processes and makes recommendations for improvement
• Other duties as assigned

Essential Skills include the following:

• Strong analytical and problem-solving skills
• Full understanding of computer hardware and software (operating systems, diagnostic tools, and troubleshooting utilities, mobile – based (DC) electronic equipment that interfaces with computers)
• Ability to read and interpret technical literature, schematics, and system drawings
• Detail oriented with focus on high-quality service and accuracy
• Ability to work both independently and as part of a team
• Willingness to continually learn about modern technology and products
• Patience for and empathy with customers; an ability to speak with customers at their level
• Communicates effectively both written and verbally 

Supervisory Responsibility
This position has no direct supervisory responsibilities.

Position Type/Expected Hours of Work
This is a full-time position. Hours of work are expected to coincide with the Company’s normal business hours, Monday-Friday, with the possibility of after-hours or on-call duties.

Required Education and Experience to perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

• High school diploma or GED required; secondary education preferred
• Basic understanding of Microsoft Office suite
• Must possess technical aptitude and be familiar with support and troubleshooting of electronic systems and equipment
• Networking and software diagnostics skills preferred
• One year of IT help desk experience, or two years of IT academic experience in conjunction with one year of customer service experience a plus
• Experience and passion in building computers or robotics preferred

Travel
This position does not require travel. 

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 job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

No unusual physical demands. Predominantly sitting. Some pushing, pulling, stooping, kneeling, typing, crouching, and lifting. Requires the ability to lift up to 25 pounds.

Typical office environment.

Radio Engineering Industries, Inc. (REI) is a family-owned industry leader in designing, engineering, and manufacturing transportation electronics for more than 200 vehicle manufacturers. We provide our customers with integrated, customized solutions that include innovative software and hardware products. At REI, we value health and financial well-being along with nice-to-have extras to support a better work/life balance while being part of a growing, innovative, and stable organization. Additionally, at REI, we pride ourselves in having a comfortable and casual setting so our employees can successfully engage with our customers (internally and externally).