Position: Communications Support Specialist
Reports To: Customer Service/Support Manager
Department: Customer Service
Status: Full Time
Revised: December 20, 2024

Position Overview:
The Customer Support Specialist will be the primary support person for all CoachComm
products. This position provides product application support, workflow structure,
technical systems knowledge for all CoachComm communication, audio, and
broadcast/live event systems. This position will also be involved with developing and
testing new products, along with cross training other employees.

Primary Responsibilities:
 Provide the highest level of application knowledge, troubleshooting and support for
all audio and communication products
 Understand and continue to develop in-depth knowledge related to broadcast/live
event applications such as 2-wire, 4-wire and wireless intercom systems, matrix style
intercoms, competitive wireless intercom products and systems
 Understand and continue to develop in-depth knowledge related to RF strategies as
well as the challenges of radio- based communication in production environments
 Work closely with Sales, Service, Customer Service, and other employees to ensure
proper expectations and overall customer satisfaction
 Process Service Orders and issue RMA numbers while communicating directly with
customers over the phone, email, or in person while initiating associated paperwork
or software documentation to ensuring proper internal and external equipment flow
 Professionally interact with customers during high stress situations to acquire
essential information regarding customer concerns, equipment issues, proper
equipment setup, recommended improvements and front-line troubleshooting
 Coordinate any type of communication or equipment sent from suppliers or
manufactures to our customers
 Coordinate equipment sent for repair outside of CoachComm that include
manufacturers and other outside service entities
 Work with Product Management, Engineering and Sales on testing, launch, support,
demos and training strategies of broadcast/live event equipment
 Frequent and last-minute travel will be necessary
 Assists Product Management on documentation review, recommendations and
technical content
 On-Call duties during the week and weekend days/nights when required

Job Description:
Position: Communications Support Specialist
Reports To: Customer Service/Support Manager
Department: Customer Service
Status: Full Time
Revised: December 20, 2024

Minimum Knowledge, Education and Experience:
 Associate’s Degree Preferred in a technical engineering or business related major or
equivalent experience
 Accuracy and attention to detail is a must
 Must possess excellent communication skills both written and oral
 Prefer at least 3 years of experience in IT, audio/control systems, broadcast
production, matrix systems, troubleshooting, repair and support
 Proficient working knowledge of MS Windows, Word, Excel and any job-supporting
software systems
 Able to work independently while relying on experience, judgment, planning skills,
past accomplishments and willingness to perform a variety of involved tasks
 Be familiar and have a general aptitude for a variety of audio and broadcast
equipment, industry concepts, practices and procedures

General Acknowledgement and Disclaimer:

No statement in this job description restricts management’s right to assign or reassign
duties and responsibilities to this job at any time. The undersigned have reviewed
and understand the duties, responsibilities and performance expectations as outlined
in this job description.

Applicants should email a resume/work history to Allan Lowery at allan.lowery@coachcomm.com