Positions Available - MTX Audio 12 Volt Technical & Warranty Support Specialist

Position Location

Remote

Position Summary

Respond to MiTek Consumer Brands; Home Audio, Lifestyle Audio, Mobile Audio and Motorsports products; system design, installation/technical troubleshooting, and product information inquiries. Troubleshoot and coordinate customer warranty claims.

Extensive technical knowledge of home audio, mobile audio and motorsports audio products and concepts; experience with mobile audio installation; troubleshooting of MiTek (MTX Audio) Home audio, Lifestyle Audio, Mobile Audio and Motor Sports products and systems; base knowledge of loudspeaker enclosure design. Excellent customer service skills and troubleshooting/problem solving ability.


Essential Functions

  • Must be able to provide special consideraion to special orders as well as special needs of the customer
  • Must be able to function under stress and go the extra mile to make the customer happy
  • Answer telephone calls from customers, internal and external, who have technical or warranty questions
  • Telephone or email responses of correspondence from customers, including external and internal, or follow up with warranty service
  • Able to perform high-level technical troubleshooting
  • RA to GL understanding, with the ability to investigate and resolve incorrect transactions
  • Able to successfully and consistently execute RA associated processes
  • Develop and maintain technical product support FAQ's
  • Assist with product training media
  • Assist with product validation
  • Ability to coordinate the above noted communication systems in a rapid-paced multitask environment
  • Recommend and sell/up-sell to dealers and end-use customers when the opportunity arises
  • Provide a conduit of communication between tech-support and design/engineering/marketing maintaining a steady flow of information relating to product information, application use, product quality and comments from dealer and end-user feedback
  • Provide information regarding warranty service to dealers and consumers
  • Assist all areas of MiTek consumer audio brands with technical & warranty support
  • Champion appropriate office conduct, attendance, and attitude in the department


Essential Tasks

  • Respond to MiTek Consumer Brands Home Audio, Lifestyle Audio, Mobile Audio and Motorsports products; system design, installation/technical troubleshooting, and product information inquiries via:
    • Telephone
    • On-line live chat
    • e-mail
    • Message boards
  • Ability to maintain internal MiTek system records for warranty repairs
  • Ability to identify parts cosmetically and/or by bar code and/or by part #

Qualifications

Education

High School Graduate or its equivalent
Technical schooling/proven knowledge in 12-volt audio
MECP Certification, a plus
Knowledge of residential audio technology
Knowledge of commercial/Pro-audio technology, a plus

Experience

One-year related experience

Skills

Computer Skills
Sage ERP system, Windows, Basic MS Office, HubSpot software


Work Environment

Normal Office Setting