Technical Support

The Overhead Door•Lewisville, TX

9d•Hybrid

About The Position

Horton Pedestrian Access Solutions, a division of Overhead Door Corporation, with multiple service locations, and more than 200 value-adding distribution partners across North America, addresses a broad range of specialty door and access applications under the brands Horton Automatics, Won-Door, and Door Services Corporation. Horton’s breadth of solutions enables architects to achieve their unique design vision, combining exceptional functionality and code compliance with elegant and flexible designs. Horton Automatics brand provides the broadest portfolio of automatic doors in the industry, which specialty applications for healthcare, security, and office buildings. Supports and assists both internal and external customers with technical/electrical information regarding Horton’s entire product line. Works more independently, to provide technical solutions to customers. Directs customers on the proper product to buy to solve their specific needs. Works with Customer Service to make sure the order is placed.

Requirements

Experience in power conversion, motion control, microcontrollers, transformers, circuit simulation, and analog/digital design.
Strong knowledge of circuit theory, building wiring, and electro-mechanical systems.
Familiarity with regulatory requirements UL, ANSI and AAADM standards.
Skills in customer service, process improvement, decision making, and help desk experience.
Positive, customer-focused attitude.

Nice To Haves

Eagerness to learn and develop professionally
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

Responsibilities

Respond to customer inquiries and document technical issues.
Is the next level of escalation in Tech Support
Troubleshoots basic electrical and mechanical problems using wiring diagrams and schematics; recommend corrective measures.
Respond to specific customer requests for a solution for their needs by recommending the proper product(s).
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.
Understands the regulatory standards in UL, ANSI and AAADM that affect our products
Support senior technicians in evaluating first production units to learn about the product and potentially make recommendations for improvement.
Conduct software testing to validate the functionality of the software and to gain knowledge of how it works.