JOB DESCRIPTION – Technical Support Person
Scope
To work within all aspects of the Technical Department and helping the Sales
Department.
Reporting Relationship
Reporting to the Sales Manager / Managing director
Main functions
Technical Support and Technical Sales

Helping with production queries

Answering the technical support telephone line:

Helping customers with product queries.

Generating quotations and proforma invoices

Assisting customers in choosing the right product for their application

Keeping the RF Solutions Ltd forum updated

Updating the RF Solutions Ltd on-line knowledge base
Product Development / Project Management

Managing customer projects

Managing internal product developments
Entering “Bill of materials” and associated data
Sourcing components
Entering part information
Editing existing part info
Returns System

Managing the returns database
Entering returns details
Monitoring the status of customer returns
Fixing returns
Updating the EFACS system
Dealing with customer queries
Technical Authoring
 Generating test specifications
 Updating datasheets
 Writing new product datasheets
 Maintaining accurate records
 Preparation of internal and external reports and documentation
Other responsibilities
 Assistance to Production Department
 Assistance to the Production Technician
 Liaising between departments
 Prepare trade show demonstration Kits
 Staff training and advancement
 Attending customer visits and trade shows
Working Conditions
Normal working hours, 37.5 per week.
Monday to Thursday, 9:00a.m. – 5:30p.m.
Friday, 9:00am to 4:15pm
A 45 minute break for lunch is allowed, which should be
taken between 12:00p.m. and 2:00p.m.
May be required to travel from time to time
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PERSON SPECIFICATION – Technical Support Person
1. Training
Must be willing to undertake training.
2. Experience
Two years experience in electronic design and manufacturing
3. Skills and knowledge
It is essential that any applicant be PC literate
Able to communicate effectively with colleagues, customers and visitors.
Able to demonstrate good customer service skills.
Able to demonstrate verbal expression of both written and spoken English.
Able and willing to draft reports, faxes and other related documentation.
Able to demonstrate an in-depth knowledge of electronic principles.
Able to demonstrate knowledge of RF Electronics.
Able to demonstrate knowledge of the Internet.
Able to demonstrate some knowledge of microprocessors / microcontrollers.
4. Personal Qualities
Able and willing to function effectively within a team environment.
Able and willing to work to deadlines.
Reliable, honest and trustworthy.
Responsible and able to work on own initiative.
Confident and outgoing in nature.
Must be commercially aware.
5. Other job related requirements
Able and willing to work overtime if required.
Able and willing to take a flexible approach to work.
Able and willing to travel if required.
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Technical Support and Technical Sales

Helping with production queries
Aiding production staff with technical queries

Answering the technical support telephone line – helping customers with
product queries
Dealing with customer product queries, this involves talking customers through product
operation and fault finding.

Helping customers with product queries ie determining which product fits
application
In the role of Technical Sales Person you should have a firm understanding and
knowledge of RF Solutions Ltd products and hence be able to direct customers to the
correct product.

Keeping the RF Solutions Ltd website Forum updated
As the RF Solutions Ltd offer technical support to their customer via an online Forum it is
required that the Technical Support person regularly monitor the forum and reply to
customer queries.

Updating the RF Solutions Ltd On-line Knowledge base
As with the Forum it is required that the technical support person keep the RF Solutions
Ltd web knowledge base up to date with new developments and possible issues regarding
current products.
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Product Development

Entering part information
In the role of Technical Support person you will be required to use the EFACS system to
enter details on new parts and to up-issue and edit existing part details.

Managing customer and internal product developments
As a member of the technical department your input will be required to help with internal
product developments; meeting with the development team to brainstorm product ideas.
You will undertake some project management of custom products and MSPs
(Modifications to Standard Products). This will involve liaising with design and
manufacturing departments, data entry, component sourcing, and feeding back
information internally and to the end customer.

Entering “Bill of materials” and associated data
In the role of Technical Support person you will be required to use the EFACS system to
enter Bill of Materials details on new parts and to up-issue and edit existing BOMs as well
as routing details

Sourcing components
When working on new product developments it will be necessary to source components
from suppliers, considering price, availability and other products when doing so.
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Returns System

Dealing with returns
RF Solutions run an On-line returns system, as the Technical Support Person you will be
required to undertake the day to day running of the system.
This involves answering returns queries, costing returns, fault finding, repairing goods and
liaising with production and accounting staff.
A good understanding of RF Solutions EFACS manufacturing system will also be required
so that goods can be traced for customers and records updated where necessary.
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Technical Authoring

Generating Test Specifications
New products must be accompanied by datasheets to enable potential customers to work
with them, as part of the role you will be required to compile product information and
present in datasheet form.

Updating datasheets
As RF Solutions Ltd is constantly updating the product range it is often necessary to
update datasheets.
Customers also will highlight problems and point out areas where more detail or clarity
may be required on technical documentation. As the front line of technical exchange with
customers it is part of the role of the Technical Support person to keep the datasheets
updated.

Writing new product datasheets
RF Solutions Ltd new products are released regularly it is often required that the technical
support person take on writing of these documents; using product testing, requirements
specifications and existing datasheets as aids.

Maintaining accurate Records
RF Solutions Ltd are an ISO 9001 registered company and as such requires all aspects of
design and manufacture to be correctly documented. It is very important that any member
of the technical department adhere to the company policy and maintain accurate and
records of their work.
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Other Responsibilities

Training
The Technician is required to aid production staff with problems and may be required to
offer training in the operation of products of test equipment to staff and customers.
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INTERNAL TECHNICAL SUPPORT PERSON

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