Technical Field Support-Automatic Door Systems

Overhead Door•Lewisville, TX

About The Position

Horton Pedestrian Access Solutions, a division of Overhead Door Corporation, supports specialty door and access applications through its Horton Automatics, Won-Door, and Door Services Corporation brands. The Horton Automatics brand provides automatic doors for applications including healthcare, security, and office buildings. The Technical Field Support role assists internal and external customers with technical and electrical information about Horton’s product line. The role works with increased independence to troubleshoot issues, recommend solutions and appropriate products, and coordinate with Customer Service to ensure orders are placed. It is an escalation point for technical support and also contributes to product evaluations, software testing, process improvement, and product feedback. The position is primarily office-based, with exposure to manufacturing and testing environments. Occasional travel is required based on project activity and field product support, including international travel to Horton’s manufacturing plant in Mexico; stated travel is 10%.

Requirements

Experience in power conversion, motion control, microcontrollers, transformers, circuit simulation, and analog/digital design.
Strong knowledge of circuit theory, building wiring, and electromechanical systems.
Familiarity with UL, ANSI, and AAADM regulatory requirements.
Skills in customer service, process improvement, and decision making; help desk experience.
Positive, customer-focused attitude.
Good communication and teamwork skills.
Ability to ask clarifying questions and seek guidance when needed.
Strong work ethic and attention to accurate task completion.
Commitment to quality and continuous improvement.
Ability to recognize sales opportunities while maintaining a high level of technical support and customer service.
Eagerness to learn and develop professionally.
Ability to travel 10% as project activity and field product support require, including international travel to the manufacturing plant in Mexico.

Responsibilities

Respond to customer inquiries and document technical issues.
Serve as the next level of escalation in Technical Support.
Troubleshoot basic electrical and mechanical problems using wiring diagrams and schematics, and recommend corrective measures.
Recommend appropriate products in response to customers’ needs.
Interact with customers to process information, resolve inquiries, and provide technical advice.
Maintain accurate records of customer interactions and technical support cases.
Improve customer service quality by studying and redesigning processes.
Participate in installations and product evaluations.
Provide feedback for product improvements and new product specifications based on customer information.
Understand the UL, ANSI, and AAADM regulatory standards that affect the products.
Support senior technicians in evaluating first production units, learning about products, and potentially recommending improvements.
Conduct software testing to validate functionality and develop knowledge of how the software works.
Work with Customer Service to ensure customer orders are placed.