Product Support Specialist
Company Description
Becker Avionics is a leader in digital avionics technology, providing state-of-the-art ground and airborne solutions. Since 1956, we have been committed to quality and customer satisfaction. We specialize in communication, navigation, surveillance, digital audio, and search & rescue equipment for a variety of sectors including General Aviation, ATC, law enforcement, military, and OEM organizations. Our privately held company is known for its high-tech innovations tailored to meet individual requirements.
Role Description
This is a full-time, on-site role located in Miramar, FL for a Product Support Specialist.
The Product Support Specialist will be responsible for providing customer support, ensuring customer satisfaction, and addressing product-related queries. Daily tasks include but not limited to ensuring customer satisfaction by troubleshooting and resolving technical issues, interfacing with customers to provide solutions, providing product guidance and relaying feedback for product improvement. Effective communication with both customers and internal teams is essential to ensure quality service and support.
Key Responsibilities
Customer Assistance & Technical Support: Help customers with product-related questions,
resolve technical issues, and guide them on best practices and features. Respond to telephone, e-
mail and calls.
Customer follow-up and communication with genuine care for the customers’ needs and requirements is required. Follow up with existing customers periodically, to create additional sales leads.
Product Knowledge: Maintain a deep understanding of the Becker Avionics products, including
features, functionality, and common problems.
Troubleshooting & Issue Resolution: Analyze and resolve complex technical issues by identifying
and troubleshooting for Becker products software and hardware problems.
Documentation Creation: Develop and maintain resources such as user guides, FAQs, and other
documentation to help customers and internal teams.
Cross-Departmental Collaboration: Act as a bridge between customers and Becker teams,
conveying customer feedback to engineering, product, and other departments. Assist other Becker
employees meet deadlines or ensure that a customer receives technical information.
Product Improvement: Contribute to new product launches, provide input on product
improvements, and identify opportunities for process optimisation.
Training: Conduct training sessions for customers or internal teams on product usage and best
practices.
Qualifications
- High School Diploma or Technical Degree in the electronics field.
- 4-5 years aviation related sales experience and fully familiar with sales processes and concepts
- Highly avionics literate
- Language: English, Spanish and/or German a plus
- Previous experience in a customer-facing support or technical support role.
- Excellent analytical and problem-solving abilities, with the capability to diagnose complex issues.
- The ability to develop a deep understanding of the product's offerings, functionalities, and potential issues.
- Strong verbal and written communication skills to clearly and patiently explain technical concepts to adverse audience.
- Proficiency in a technical environment and a general understanding of relevant technologies, which can vary depending on the product.
- A patient and empathetic demeanour when dealing with customer inquiries and frustrations.
- Ability to work on-site in Miramar, FL
If interested, please apply by sending your resume and a cover letter to corinne@beckerusa.com