Technical Support Specialist

***This role is onsite at Code 3 in St. Louis, MO***

Job Summary

The Technical Support Specialist provides expert technical assistance to customers, distributors, installers, fleet managers, and internal sales teams regarding emergency vehicle lighting and warning systems. This role supports product installation, troubleshooting, diagnostics, warranty evaluation, and technical training while ensuring a high level of customer satisfaction.

Essential Responsibilities and Functions

• Respond to customer inquiries via phone, email, and online channels regarding product operation, installation, programming, and troubleshooting
• Diagnose electrical, mechanical, and software-related issues affecting product performance and recommend corrective actions
• Perform testing and maintain records of testing on returned products, and communicate failure modes to quality and engineering teams
• Provide technical product installations manuals, literature and specifications to customers
• Review and redline product installation sheets
• Support Sales Managers on new bids and crossing specs
• Work with IT on Lightbar Builder development
• Build customized lightbars in the lightbar builder system
• Review and approve new lightbar drawings, configure wiring, software version, edit bill of material, and load pricing
• Create custom programming for lightbars as needed, assist with programing bars on the production floor
• Generate orders for replacement parts or assemblies that are required by the customers
• Issue return goods authorizations for returns and process credit memo requests
• Deliver professional, timely, and accurate support while maintaining strong customer relationships.
• Assist Engineering and Project Managers with Production Parts Approval Process (PPAP) submissions for OEM Customers
• Collaborate with engineering, product management, quality, and sales teams to resolve technical issues and improve products.
• Provide product training and guidance to sales team and customers
• Assist with new product field testing and installations
• Communicate product improvements and minimize the impact to the customers
• Create and maintain technical documentation, FAQs, troubleshooting guides, installation instructions, and service bulletins.
• Provide coverage for main ESG Inside Sales phone line as needed
• Perform other related duties as assigned

Qualifications to Succeed

• High school diploma or equivalent education required
• Minimum of two (2) years of technical support or field service working in the automotive/mobile electronics field
• Ability to learn the Code 3 products and/or services with demonstrated proficiency
• Must be energetic and possess a customer service-oriented focus
• Excellent problem-solving and decision-making skills to effectively resolve problems in a timely manner
• Ability to work effectively under pressure
• Proven ability to communicate effectively, both verbally and in writing, with a wide variety of distributors, customers, prospects, company personnel and others

Physical Demands and Work Environment

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

• Must be able to talk and hear frequently (in person and by telephone), and must be able to see and read (documents, order statements, etc.)
• Regularly required to stand and walk

The above statements are intended to describe the general nature of work performed by the team members assigned to this job. All team members must comply with Company policies and applicable laws.

We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Requirements: