Technical Field Support-Automatic Door Systems

The 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 offers 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 across Horton’s product line. The position works independently to provide technical solutions, recommend appropriate products for customer needs, and coordinate with Customer Service to ensure orders are placed. It is primarily office-based, with exposure to manufacturing and testing environments, and includes occasional project-related travel, including international travel to Horton’s manufacturing plant in Mexico. Travel is approximately 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 and standards.
Skills in customer service, process improvement, decision-making, and help desk work.
Ability to recognize sales opportunities while maintaining a high level of technical support and customer service.
Good communication and teamwork skills.
Ability to ask clarifying questions and seek guidance when needed.
Strong work ethic and attention to completing tasks accurately.
Commitment to quality and continuous improvement.
Ability to sit or stand for extended periods.
Manual dexterity to operate tools, computers, and testing equipment.
Ability to occasionally lift up to 25 pounds.
Visual acuity to read schematics, diagrams, and computer screens.

Responsibilities

Respond to customer inquiries, document technical issues, and 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’ specific 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 information gathered from customers.
Understand UL, ANSI, and AAADM regulatory standards affecting the products.
Support senior technicians in evaluating first production units, learning about the 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.