North America Technical Support Engineer - Greenville
13 hours ago
Job description
Do you want to be part of creating a safer world? Without thinking about it, you meet us in your everyday life, in transit and at work.
We are at the airport, where you commute, where you work, play and shop.Diverse in our offering, our customer outreach and in our mindset, Gunnebo is leading the transformation of the security business through digitalization and connectivity for the continuous development of smart entrance control and safe storage solutions.
If you are passionate about being part of an exciting transformation journey working with a global, multi-cultural and highly motivated organization this is the opportunity for you.
Gunnebo is small enough to see your ideas come true, and big enough to realize your career goals.About the role
Gunnebo North America is looking for a full-time, enthusiastic, results driven and forward-thinking Sales and Service Engineer to join our growing team, covering the US and Canada markets.
In this role, you will service and support existing and new customers by providing product and installation support, responding to service requests, and carrying out preventive maintenance.
You will also provide technical support to our Sales team as new opportunities arise.This role will demonstrate exemplary levels of customer service, with a commitment to a first time-fix culture to ensure the customer enjoys the best possible service experience from Gunnebo Entrance Control to encourage potential for enhanced and repeat business.
As well as being able to provide effective technical support, Service Engineers need to be flexible and have great customer service and communication skills.
What you will do:
Provide Sales Engineering support for new opportunities throughout the Sales life cycle
Provide remote technical support to our partners and customers, occasionally out of hours. This includes installation support, reactive service, and preventative service
Always ensure good customer relations, maintaining a high standard of appearance and customer focused approach to communications
Maintain an open mind to all daily challenges, exploring all options to ensure the highest possible first-time-fix rate and limiting the opportunity for repeat calls to an absolute minimum
Backup and assist the service team and other engineers to ensure most effective delivery of service provision
Follow customer procedures to ensure efficient job closure
Provide regular and professional communication with the call desk and management team
Ensure all job-related documentation and other required administration (e.g. Permits to work, timesheets, expense claims) is completed on-time, including prompt updates to the service ERP management systems
Maintain currency of knowledge with respect to relevant technology, equipment or working practices required to support the business and its customers
Occasional travel throughout North America
Employ a continual improvement approach to your own working practice, always exploring opportunities for continued professional development and making suggestions to management where appropriate
Ensure that all relevant Health, Safety and Environmental procedures and practices are followed, ensuring that everyone is made aware of their responsibilities in these areas
As time permits, map our installed base in the field by conducting site walks and taking pictures to support upselling
A high degree of flexibility, the post-holder is expected to undertake any other duties for the Company within the role holder's capacity in line with their skills and capabilities, this may include covering other regions.
What you need to have:
Experience working independently as a service/installation technician
Ability to work with contractors and end-users to provide product and installation support
Knowledge of low and high voltage circuitry
Knowledge of electronic security systems / access control systems
Knowledge and practical experience with the internet and networking
Able to read and understand electrical wiring diagrams
Good mechanical knowledge
Willingness to train on varying new products
Effective time management skills with the ability to handle changing priorities and work well under pressure
Ability to problem solve and resolve a presenting situation independently using own initiative, consulting with experienced colleagues, team leaders and suppliers as necessary
Excellent customer service skills
Excellent communication skills able to listen to and empathize with customers and present a positive image of the company
Ability to ensure customer calls are resolved quickly and efficiently, to prioritize effectively, meet deadlines and targets, and use own initiative to get the job done
Excellent documentation and organizational skills
Good knowledge of Excel, Word and Outlook packages
Must possess a valid driver's license and have a clean driving record
Willingness to travel in both US and Canada
Why join us - listen to the feedback from our team
No micromanaging, technicians are trusted"
"Low hierarchy, I feel I can voice out things I like to discuss"
"I get support from my manager"
"We have good team spirit, we support each other - my friends working elsewhere have told me, "You just want to switch your phone off after hours. I always keep mine on if my teammate needs support, that's how we do things."
About Gunnebo Group
The Gunnebo Group is a global leader in security offering innovative products and services to protect and control the flow of people, and to safely secure valuables.
Through our businesses Gunnebo Entrance Control and Gunnebo Safe Storage we offer solutions to customers in retail, public transport, public and commercial buildings, industrial and high-risk sites and banking.
We operate worldwide through our 3,400 employees, 25 country locations and 10 production facilities to serve customers in over 100 markets.
Together we create a safer world.Gunnebo Entrance Control specializes in access control solutions enabling customers increased efficiency, safety and end-user experience.
Our wide range of products are designed to create a safe environment without restricting freedom of movement, whether it is to enter the lobby of a company, a store, an entertainment area, an industrial area and public transport.
We shape the future of people flow management.Gunnebo Entrance Control is an equal opportunity employer.
We know that great minds don't think alike, and it takes all kinds of minds to make our products so unique.
We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.
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