North America Technical Support Engineer

Gunnebo Entrance Control•Greenville, SC

About The Position

Gunnebo North America is looking for a full-time, enthusiastic, results driven and forward-thinking Sales and Service Engineer to join our growing team, covering the US and Canada markets. In this role, you will service and support existing and new customers by providing product and installation support, responding to service requests, and carrying out preventive maintenance. You will also provide technical support to our Sales team as new opportunities arise. This role will demonstrate exemplary levels of customer service, with a commitment to a first time-fix culture to ensure the customer enjoys the best possible service experience from Gunnebo Entrance Control to encourage potential for enhanced and repeat business. As well as being able to provide effective technical support, Service Engineers need to be flexible and have great customer service and communication skills.

Requirements

Experience working independently as a service/installation technician
Ability to work with contractors and end-users to provide product and installation support
Knowledge of low and high voltage circuitry
Knowledge of electronic security systems / access control systems
Knowledge and practical experience with the internet and networking
Able to read and understand electrical wiring diagrams
Good mechanical knowledge
Willingness to train on varying new products
Effective time management skills with the ability to handle changing priorities and work well under pressure
Ability to problem solve and resolve a presenting situation independently using own initiative, consulting with experienced colleagues, team leaders and suppliers as necessary
Excellent customer service skills
Excellent communication skills able to listen to and empathize with customers and present a positive image of the company
Ability to ensure customer calls are resolved quickly and efficiently, to prioritize effectively, meet deadlines and targets, and use own initiative to get the job done
Excellent documentation and organizational skills
Good knowledge of Excel, Word and Outlook packages
Must possess a valid driver’s license and have a clean driving record
Willingness to travel in both US and Canada

Responsibilities

Provide Sales Engineering support for new opportunities throughout the Sales life cycle
Provide remote technical support to our partners and customers, occasionally out of hours. This includes installation support, reactive service, and preventative service
Always ensure good customer relations, maintaining a high standard of appearance and customer focused approach to communications
Maintain an open mind to all daily challenges, exploring all options to ensure the highest possible first-time-fix rate and limiting the opportunity for repeat calls to an absolute minimum
Backup and assist the service team and other engineers to ensure most effective delivery of service provision
Follow customer procedures to ensure efficient job closure
Provide regular and professional communication with the call desk and management team
Ensure all job-related documentation and other required administration (e.g. Permits to work, timesheets, expense claims) is completed on-time, including prompt updates to the service ERP management systems
Maintain currency of knowledge with respect to relevant technology, equipment or working practices required to support the business and its customers
Occasional travel throughout North America
Employ a continual improvement approach to your own working practice, always exploring opportunities for continued professional development and making suggestions to management where appropriate
Ensure that all relevant Health, Safety and Environmental procedures and practices are followed, ensuring that everyone is made aware of their responsibilities in these areas
As time permits, map our installed base in the field by conducting site walks and taking pictures to support upselling
A high degree of flexibility, the post-holder is expected to undertake any other duties for the Company within the role holder’s capacity in line with their skills and capabilities, this may include covering other regions.