Product Support Technician II

Product Support Technician II

ASSA ABLOY Global Solutions is part of the ASSA ABLOY Group, which is the global leader in access solutions. Every day, we reimagine how people move through a safer, more open world with ease. If you've ever walked through an automatic door, stayed in a hotel, or gone through passport control, you've probably used one of our products or services. We have operations in over 70 countries, with over 52,000 colleagues around the world.

Our expertise in customer journey mapping, innovation, and service design leads to the invention of new solutions that create value for our clients and exceptional experiences for their end users. And we have a fantastic opportunity available at PTI Security Systems for a Product Support Technician II.

Your Role in Keeping the Future in Safe Hands...

As the Product Support Technician II for the Global Solutions division of ASSA ABLOY, you will have the opportunity to provide telephone support for our access control and security systems to end users and dealers. Our technicians strive to resolve issues and document the resolution within our ticketing system in an efficient manner that complies with our company procedures.

Reporting to the Customer Support Manager, you will be responsible for providing a quality customer service experience via remote connection to troubleshoot both hardware and software components.

What you will do...

• Provide technical support via inbound calls from customers
• Understand the product line and installation process
• Serve as a technical resource for customers and installation technicians in the field
• Troubleshoot and resolve various technical support issues, including both hardware and software
• Punctuality and reliability are critical to success
• Ensure electronic records are created and updated for all customer communications
• Build and maintain customer-facing and internal knowledge base
• Creating, maintaining, and delivering training to our dealer community as needed

What we expect of you...

• Ability to perform in-depth troubleshooting of proprietary software and hardware for access control systems remotely
• Strong analytical, organization, and multi-tasking skills
• Effective troubleshooting skills
• Excellent listening and communication skills, both verbal and written
• Strong work ethic - punctuality and team interaction are critical
• Basic knowledge of Electrical principles and low-voltage electronics, including wiring and wireless communications
• 2+ year prior Support center experience.
• Knowledge of Microsoft SQL Server and Database preferred.
• Creative, positive, and high-energy individual with a hands-on mentality and excitement for new technologies and emerging trends

What you can expect from us...

• A competitive total rewards package aligned with market benchmarks and role scope.
• Access to tools, resources, and development opportunities to enhance technical expertise and career growth.
• A collaborative engineering environment focused on innovation, quality, and continuous improvement.
• Leadership support and clear expectations to enable success in delivering impactful mobile solutions.
• The opportunity to contribute to products used by customers around the world in security and access solutions.

Application

You can submit your application by clicking 'Apply Now'. We will not consider applications received via e-mail or through other channels. We will review applications continuously, so please apply as soon as possible.

About Us

Featured four times in Forbes's most innovative companies worldwide, we deliver innovative, safe, and convenient security solutions that provide real added value to our customers. As a group, our goal is to help billions of people experience a more open world. We're proud to boast leading positions across the majority of Europe, North and South America, Asia, and Oceania, offering products and services to our customers seeking solutions to their entrance and opening requirements, such as locks, doors, and entrance automation.