Position Overview | Technical Support: Specialist
The Technical Support Specialist is a full-time role designed to place individuals in the maintenance and
support of field communication systems. This includes system maintenance, diagnostics, repair, and end-user
training across audio, RF, and control platforms. The Specialist will assist in the deployment of new systems,
contribute to documentation and knowledge bases, and participate in testing and feedback for product
features.
Primary Responsibilities:
● Serve as the primary point of contact for technical support inquiries (phone, email, onsite).
● Troubleshoot and resolve wired and wireless system issues, including RF and audio communication
products.
● Provide on-call and after-hours technical support as needed.
● Professionally manage high-pressure, high-stakes environments with effective communication.
Field Service & Maintenance
● Travel more than 50% to conduct onsite support, system maintenance, and repairs at approximately 50
field locations annually.
● Perform yearly maintenance, site visits, and repair of CoachComm systems including XCart, ATA,
Tempo, X2, and more.
● Support game-day and special event setups as needed onsite and remotely.
● Follow standardized procedures for pre-call planning, onsite servicing, and post-visit documentation.
● Frequent and last-minute travel as required.
Documentation & Workflow
● Accurately document service activities, maintenance reports, expense reports, RMAs, and customer
interactions using company platforms.
● Maintain records such as maintenance contracts, checklists, travel itineraries, and customer follow-up
reports.
● Enter and manage service orders, purchase orders, and customer records in databases.
Collaboration & Team Development
● Work closely with Sales, Product Management, Diagnostic & Repair, and Engineering to align on
support strategy and feedback.
● Assist in product testing, documentation, demos, and training initiatives.
● Help develop and maintain internal training materials and knowledge-sharing resources.
● Support leadership in assessing support needs and team growth planning.
Core Competencies:
● Technical aptitude and strong troubleshooting abilities.
● Professionalism under pressure and in customer-facing situations.
● Willingness to learn and grow in a dynamic technical environment.
● Resourcefulness and a solution-oriented mindset.
● Team-oriented with a strong sense of service and integrity.
Minimum Qualifications:
● High School Diploma or GED required; associate degree or technical certificate preferred.
● At least 1 year of experience in component-level troubleshooting and repair of electronic systems; 3+
years preferred in IT, audio/control, or broadcast support.
● Proficient with Microsoft Office (Excel, Word), GoogleDocs, and job-related software systems.
● Working knowledge of analog and digital electronics, RF fundamentals, and communication protocols.
● Ability to read wiring diagrams and schematics, use test equipment (e.g., multimeter, frequency
scanner), and perform basic soldering (through-hole and SMT).
● Excellent written and verbal communication skills.
● Strong attention to detail, initiative, and ability to work independently in a fast-paced environment.
Other Requirements:
● Willingness to work flexible hours including evenings and weekends.
● Ability to lift and transport technical equipment.
● All other duties as assigned.
To apply, please send your resume to Penny.Fain@coachcomm.com