Technical Support Engineer
About The Position
The Technical Support Engineer provides technical product support for mechanical products produced and marketed by dormakaba to end users. The role also involves communicating effectively with internal and external customers to make recommendations and solve problems. The position is based in Reamstown, Pennsylvania, or Indianapolis, Indiana. The engineer consults with field personnel, applies product knowledge to develop customer-focused solutions and recommendations, coordinates responses to technical concerns, and evaluates products and applications to investigate unusual wear, signs of attack, or failures. The role also requires balancing customer and corporate needs when authorizing replacement products for warranty issues.
Requirements
- High school diploma or equivalent.
- At least 3 years of related industry experience.
- Proven track record of exemplary service delivery.
- Excellent language and communication skills.
Nice To Haves
- Technical and/or sales experience with dormakaba products and other access control products.
Responsibilities
- Consult with field personnel to provide support, updates, and documentation, and assess the ongoing effectiveness of the support structure.
- Apply comprehensive knowledge of product capabilities to develop customer-focused solutions, support specialized applications, and recommend product enhancements and innovation.
- Receive and coordinate responses to specific technical product concerns from the field, acting as a liaison between functional areas as needed.
- Evaluate products and applications through phone, text, and video to investigate unusual product wear, indications of attack, or failure, using analytical, research, and reasoning skills.
- Use good judgment to balance customer and corporate needs when authorizing replacement products for warranty issues.
Benefits
- Medical, dental, vision, life, and disability insurance coverage options with no waiting periods.
- Medical Wellness Programs.
- Vacation and personal time off.
- Parental leave for mothers and fathers.
- 401(k) matching beginning on Day One.
- Tuition reimbursement program.
- Learn and Grow Program supporting internal advancement.
- Access to more than 15,000 LinkedIn Learning courses.
- Employee Assistance Programs.
- Voluntary legal insurance.
- Referral reward bonuses.
- Corporate discounts for shopping, travel, and more.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
