Sr Technical Product Support - Shakopee, MN

Entrust • Shakopee, MN

22h • Onsite

About The Position

Join us at Entrust At Entrust, we’re shaping the future of identity centric security solutions. From our comprehensive portfolio of solutions to our flexible, global workplace, we empower careers, foster collaboration, and build solutions that help keep the world moving safely. Get to Know Us Headquartered in Minnesota, Entrust is an industry leader in identity-centric security solutions, serving over 150 countries with cutting-edge, scalable technologies. But our secret weapon? Our people. It’s the curiosity, dedication, and innovation that drive our success and help us anticipate the future. Position Overview: WE ARE HIRING A SR TECHNICAL PRODUCT SUPPORT SPECIALIST IN SHAKOPEE, MN! The Sr. Technical Product Support Specialist works with internal and external clients to answer technical inquiries and resolve escalated technical issues with Entrust’s Bureau Solutions products. The incumbent also represents the service organization with new product development projects and will perform the accountabilities detailed below and other duties as assigned. This role is based in Shakopee, MN/GHQ and will be on-site.

Requirements

• Associates or B.S. Degree in computer science, information systems, engineering (software, mechanical or electrical) or equivalent experience.
• Experience working with complex electro-mechanical hardware and companion software
• Knowledge of MS Office products and related software programs
• Ability to travel up to 25% with some international travel expected
• Strong customer orientation and commitment to quality
• Proven written and verbal communications skills

Nice To Haves

• Knowledge of project management tools and techniques
• High level of mechanical aptitude.
• Ability to think analytically, solve problems, make decisions, and collaborate and work with a team
• Ability to juggle competing demands and priorities while maintaining strong attention to detail
• Experience supporting a global client base

Responsibilities

• Technical Product Support (75%) Provides level III service support to internal and external clients globally
• Responds to inquiries and support requests from customers in a timely manner
• Works all customer problems to resolution and escalates to engineering for assistance when necessary
• Diagnoses underlying cause of customer complaints or performance issues
• Manages Engineering Change Orders (ECO) and Field Change Orders (FCO) planning and roll-out
• New Product Development (15%) Acts as service team representative to assigned D5 New Product Development Core Teams
• Leads all aspects of service readiness for new Bureau Solution products as the Service Functional Team Leader during the project development phases
• Develops and manages detailed service readiness project plan
• Partners with inventory control, training, technical publications, depot/repair, and regional service teams to ensure that all required service task are completed prior to product launch
• Shares all relevant information from D5 New Product Development Core Teams in monthly report
• Product Lifecycle Management (10%) Analyze service data to quantify product and parts performance by product
• Report service data to engineering to drive product enhancements which improve product performance

Benefits

• In addition to your pay, Entrust offers eligible colleagues and their dependents comprehensive health and well-being programs which include medical, vision, dental, a generous 401(k) matching contribution, life and disability insurance, mental health coaching, virtual fitness programs, paid personal time off plus 12 paid holidays, parental leave and education reimbursement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree