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.

Part of Global Solutions, PTI Security Systems…. Founded in 1979, is a historic player in the self-storage industry. Over the years, our company has formulated lasting strategic partnerships, developed award-winning products, and helped shape the future of self-storage security. Join us on this journey through time as we celebrate PTI’s enduring dedication to safeguarding the self-storage industry.

Your Role in Keeping the Future in Safe Hands…

As a Product Support Technician II, 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 high-quality customer service experiences via remote connections to troubleshoot both hardware and software components.

What You’ll 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 a 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, organizational, 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…

• Hands-On Training: You'll receive direct, hands-on training, ensuring you gain the skills and confidence to succeed in this role.
• Supportive Leadership: A collaborative and accessible leadership team with an open-door policy.
• Work-Life Balance: We value work-life balance and offer flexible working hours to help you manage your time effectively.
• Career Development: Learning and growth opportunities to build your future.
• Generous Total Rewards Package: Competitive pay, benefits, and wellness resources.

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.

We are the ASSA ABLOY Group

Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 63,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access.

As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.