Icom America Careers

The ideal candidate will work with staff from all departments to ensure that the best practices are followed and customers are supported efficiently. The Customer Service Department Representative will support ICOM product sales by receiving and processing order requests while demonstrating exceptional customer service. The Customer Service Department Representative will regularly interact with customers to ensure a positive experience. This position requires a reliable, organized, team-oriented person with a ‘can-do’ attitude.      

EXPECTATIONS:

The Customer Service Representative (Export) is expected to demonstrate proficiency, if not expertise and understanding, in the following areas:

• Conference Platforms: Vonage, TEAMS, WEBEX, or other conference platforms
• Icom Operations and Procedures handbook (including all desk procedures)
• JD Edwards E1 software, B2B Website, Microsoft Outlook tools
• Grow in their understanding of the company products and foster a good working relationship between Icom America staff, customers, and partners.
• Interface and communicate with other departments and individuals on a frequent basis to ensure a smooth order flow as well as timely and complete solutions to customer service requests.
• Time management and punctuality in attendance.
• Ability to work with minimal supervision after initial training has been completed.  
• Ability to make suggestions, which result in improved order completeness and customer satisfaction.

DUTIES AND RESPONSIBILITIES:

• Receive and process customer quotes and purchase order requests via phone, fax, or e-mail
• Processing of pro-forma invoices (international orders), backorder releases and blanket orders
• Understand the steps to creating required customs documentation
• Understand SLI and SED shipping documents
• Possess the ability to communicate with various freight forwarders
• Access various platforms to obtain requests for quotes & orders for government entities
• Provide customers with product information, availability, and pricing
• Inbound and outbound calling via Vonage phone system
• Complete related paperwork and follow up as needed to ensure a smooth delivery of products
• Process order requests for customers that require specific steps and protocols to be followed
• Process credit invoices (i.e., rebills, billing errors, freight reimbursements, rebates, and coupons)
• Processing of credit card payments
• Processing of credit invoices (i.e., billing errors, freight reimbursements, rebates, and coupons)
• Create training videos to be accessed and viewed by other department members
• Work closely with inter-office admin for domestic customers
• Other tasks include: answering incoming calls, sorting and distributing mail, filing as required, and duties as assigned

Opportunities are available to cross-train within the Customer Service Department to achieve higher levels of expertise and experience.

    REQUIREMENTS:

• Must be able to work independently with minimal supervision and demonstrate good decision-making and sound judgment. 
• Ability to prioritize fluctuating workload, execute tasks through completion, and adapt to changing priorities.
• Excellent interpersonal, oral, and written communication skills. Receive and diffuse customer issues while maintaining a positive attitude.
• Superior organizational skills; demonstrate attention to detail, initiative, and follow-through are required.
• Computer skills - knowledge of MS Word, Excel, Access, and Outlook.
• Spanish speaking preferred.

BENEFITS

• 401(k) & 401(k) matching
• Flexible spending account
• Health insurance (Medical, Dental, Vision, FSA)
• Life insurance
• Paid Holidays – 11 (including 1 floating)
• Flexible Days – 3 days/calendar year
• Vacation – 12 annually
• Quarterly Productivity and Profit-Sharing Bonuses

Founded in 1979, Icom America is part of the Icom Corporation, a worldwide leader in two-way radio equipment for land, marine, avionics, and amateur radio communications. Icom America provides a competitive compensation and benefits package, including cash bonus, medical, dental, vision, life and disability insurance, matching 401(k) retirement plan, and paid vacation. Icom is an Equal Opportunity Employer M/F/Sexual Orientation/Disabled/Veteran. Qualified candidates must submit a cover letter, resume, and salary expectations jobs@icomamerica.com

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OVERVIEW OF POSITION:

The Electronics Technician I will apply basic technical knowledge to solve routine problems by interpreting service manuals, bulletins and other resources. Troubleshoot and service communication equipment to component level. Programs, modifies, and installs options on ICOM products. Technician works under supervision and achieves technical guidance from supervisor or higher-level technician.

DUTIES AND RESPONSIBILITIES:

• Troubleshoot, repair and operate a wide variety of Icom product such as HF, VHF, UHF, analog and digital 2-way radios
• Use electronic test equipment such as oscilloscopes, digital multimeters, power supplies and service monitors to troubleshoot equipment malfunction(s) to component level
• Perform repair service on malfunctioning ICOM products. Includes verifying existence of problem, identify specific problem components and performing necessary repairs.
• Responsible for achieving shop and individual performance goals as set by supervisor.
• Responsible for timely and accurate documentation of hours utilized and parts consumed via current work order system. Interface with Service Administration staff to ensure compliance with current shop reporting requirements.
• Performs other duties and projects as assigned.

JOB REQUIREMENTS:

•  1-2 years formal or electronics training and or minimum of 1-2 years practical experience repairing electronics equipment to the component level utilizing understanding and experience with electronics.
• Ability to perform duties within the electronic technician skill area. Ability to troubleshoot and repair basic electronic circuits and basic understanding of schematics
• Basic understanding of solder and familiarity with soldering equipment. Micro-miniature soldering skills highly desired.
• Ability to use computers and computer software to perform system diagnostics, interpret results, program equipment and maintain equipment and system databases.
• Ability to research solutions to technical issues utilizing service manuals, schematics, bulletins and other technical resources.
• Ability to lift up to 60 lbs. with or without accommodation.
• Familiarity with MS Office Suite

BENEFITS

• 401(k) & 401(k) matching
• Flexible spending account
• Health insurance (Medical, Dental, Vision, FSA)
• Life insurance
• Paid Holidays – 11 (including 1 floating)
• Flexible Days – 3 days/calendar year
• Vacation – 12 annually
• Quarterly Productivity and Profit-Sharing Bonuses

Founded in 1979, Icom America is part of the ICOM Corporation, a worldwide leader in two-way radio equipment for land, marine, avionics, and amateur radio communications.  Icom America provides a competitive compensation and benefits package, including medical, dental, vision, life and disability insurance, matching 401(k) retirement plan, and paid vacation.  Icom is an Equal Opportunity Employer M/F/Sexual Orientation/Disabled/Veteran. Qualified candidates must submit a cover letter, resume, and salary expectations to jobs@icomamerica.com.