The Company

TRM Innovative Hearth Products is the buyout of several companies that have been merged throughout the years including but not limited to Fireplace Manufacturers Inc., (FMI), and Lennox Industries Hearth Division. The aggregate company included rollups of Marco; Superior Fireplace, which began in the 1930s; stove and insert companies including Country Stoves, established in 1977. FMI, a subsidiary of Desa, rolled up Design Dynamics in vented and vent-free logs in the early 2003 timeframe. Subsequently, the management team from the FMI segment of Desa acquired the assets of their division in 2008. On January of 2023 TRM Equity groups completely purchased IHP and created TRM Innovative Hearth Products.

Job Title: RV Technical Services Specialist

Reports To: 

FLSA Status: Non-exempt 

Department: 

Location: AL

Job Description:

The Technical Support Specialist’s will be required to ensure that all technical aspects are functioning optimally. Technical hiccups can affect a company’s performance. Therefore, a Technical Support Specialist’s duties and responsibilities may revolve around maximizing computer system capabilities and making recommendations The RV Technical Services Specialist behavior that supports IHP values.

Essential Duties and Responsibilities:

• Handling customer technical support cases through phone and email submission.
• Updating the company website with tech tips and brief documents.
• Evaluating system potential through assessing compatibility of new programs with existing programs.
• Improving existing programs by evaluating objectives and specifications, reviewing proposed changes and making recommendations.
• Maintaining system functionality by testing computer components.
• Achieving computer stem objectives through collecting relevant data, identifying and evaluating options and suggesting a course of action.
• Maintain client confidence by keeping their information confidential.
• Preparing reference material for users by drafting operation instructions.

Qualifications:

• Asset disposal activity (Excluding physical disposal).
• Hardware break-fix of end-user devices.
• Phone device troubleshooting.
• Incident recording and update using Service Now ticketing tool.
• Previous experience in desktop/tech support, preferably working with mobile devices.
• Proficient in documentation, tracking, and coordinating with employees to ensure efficient device management.
• Strong organizational skills and attention to detail.
• Excellent problem-solving abilities.
• Ability to work independently and in a team.

Must Have:

• Mobile devices 1 year (Required).
• IMAC Support 1 year (Preferred).

Language Ability:

Position requires fluency in English. Fluency in Spanish is a plus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job the employee is frequently exposed to moving mechanical parts and fumes or airborne particles.

The noise level in the environment is moderate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job the employee is regularly required to talk or hear. The employee is frequently required stand, and walk, sit; use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl. The vision requirements include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.