What are the responsibilities and job description for the Technical Support position at ASSA ABLOY Group?
Position Overview:
We are a leading manufacturer of high-security products, specializing in the production of crash rated and high security fencing systems. We are seeking a skilled and experienced Technical Support Technician to join our team. In this role, you will be responsible for providing remote & on-site technical support, troubleshooting, and maintenance services for our high-security barrier and fence products.
Responsibilities:
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.
We are a leading manufacturer of high-security products, specializing in the production of crash rated and high security fencing systems. We are seeking a skilled and experienced Technical Support Technician to join our team. In this role, you will be responsible for providing remote & on-site technical support, troubleshooting, and maintenance services for our high-security barrier and fence products.
Responsibilities:
- Manage the incoming call log of service issues, prioritize tasks, and respond to service requests promptly and efficiently.
- Conduct on-site visits to customer locations to install, maintain, repair, and troubleshoot high-security barrier and fence systems.
- Diagnose and resolve technical issues related to both active and static barrier products, including hydraulic-powered actuated barriers and electric-powered barriers.
- Utilize your expertise in Programmable Logic Controllers (PLC) to troubleshoot PLC-controlled systems, ensuring proper functionality and addressing any programming or communication issues.
- Collaborate with the engineering and technical support teams to identify product recalls, implement field retrofits, and execute product improvements based on customer feedback and performance evaluations.
- Provide technical guidance and support to customers during the installation and configuration of high-security fence products for Government, Military, and Power Utility applications.
- Conduct site visits and inspections to ensure product installations comply with specifications, standards, and safety regulations.
- Create detailed service reports, including documentation of service activities, findings, and recommendations for further action or improvements.
- Maintain accurate records of service activities, customer interactions, and equipment maintenance history.
- Other duties as assigned.
- Ability to read Electrical and Hydraulic Schematics.
- Ability to read Installation prints.
- Industrial Electro-Mechanical background preferred.
- Understanding of Programmable Logic Controllers programming software.
- Understanding of Mechanical drive systems.
- Background of Industrial Automation is a Plus.
- High school diploma or equivalent. Technical certifications or vocational training in a relevant field is preferred.
- Proven experience as a Field Service/Technical Support Technician, preferably within the high-security product industry.
- Strong technical background and expertise in mechanical troubleshooting, PLC systems, hydraulic systems (HPU), and electrical systems (EPU).
- Familiarity with ASTM F2656 crash rating standards and their application to high-security barrier products.
- Excellent general mechanical knowledge to troubleshoot field installation issues related to high-security fence products.
- Ability to interpret technical documentation, schematics, and engineering drawings.
- Effective problem-solving and diagnostic skills to identify and resolve technical issues in a timely manner.
- Strong customer service and communication skills to interact with customers and provide clear instructions and explanations.
- Ability to work independently, manage multiple tasks, and prioritize responsibilities effectively.
- Valid driver's license and willingness to travel to customer sites as needed.
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.