Technical Support Engineer III at ASSA ABLOY Group

Summary

• The Technical Support engineer is responsible for addressing technical support queries from our partners in the most efficient way to deliver prompt resolution and customer satisfaction.
• The successful candidate will interact on a daily basis with Impro partners, team members and deliver a culture of commitment to the customer experience across all aspects of Impro/ ASSA 
• Duties and Responsibilities include the following. Other duties may be assigned.

TECHNICAL SUPPORT 

• Receive and attend promptly and accurately all telephonic, form, chat, and e-mail technical support queries from partners & customers.
• Evaluate each problem to identify and initiate resolution or escalations as required to prevent a repeat of that problem.
• Maintain accurate records of customer contact information & cases information, summary of contact and problem resolution steps and status utilizing Salesforce CRM.
• Promote the company, department, and maintain a positive attitude and a pleasant manner whenever dealing with customers.
• Appropriately refer customer queries to other departments / personnel when not directly attended to.
• Escalate to senior staff or engineering or factory staff for advice / assistance on problems that cannot be addressed directly.
• Provide advanced site support and comply with SLA turnaround times in emergencies.Assist with testing new release/product functions and provide feedback to engineering, operations, and product management regarding any potential issues.
• Telephonic After Hours Standby - Backup if required

Field Support & services

• Provide advanced site support including international clients.
• Assist with Client Training and software commissioning for major projects if necessary.
• Travel to international sites to provide advanced product knowledge and fault solutions.
• Assist with specialized client services, DB repairs and conversions.

PRODUCT COMMISSIONING AND USAGE KNOWLEDGE

• Obtain in-depth product knowledge by means of hands-on setup and operations.
• Acquire familiarity with product leaflets, notices, user manuals, installation manuals and instruction for use.Install, test, and evaluate new software/products/documentation and report any problems or inaccuracies to the appropriate party including customer relevance.

Qualifications 

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
• The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Strong abilities in problem solving, analysis and decision making.
• Must have some track record of software and hardware technical support.
• The ideal candidate has experience in the physical access control marketplace in a customer centric roleHas demonstrated some history of collaboration, communication and organizational skills, attention to detail, and can manage multiple assignments.
• Demonstrated success that individual can excel under pressure and strict deadlines.Well-developed inter-personal skills and experience in interacting with various stakeholders at different levels of an organisation.

Education and/or Experience          

• BEng, BSc or HND in electronics or a similar technical subject plus a minimum of three years’ experience in a first line technical or field applications support role.
• Physical access control systems support experience is highly desirable.
• Must possess a minimum of three years’ experience in technical service and software support, preferably in the physical access control environment.
• Project/program management skills and attention to detailsIdeally
• Experience with SAFe methodology

Language Skills                   

• Ability to effectively communicate in the English language verbally and in writing.
• Any other language would be a plus.Communication skills within various levels of the organization.
• Must be familiar with Physical Access Control industry related terms and definitions.
• Ability to read and interpret technical journals, specifications, international technical standards, etc.        

Computer Skills

• Must be proficient with MS Office applications, such as Word, Excel, Teams, and Power Point, etc.
• Basic knowledge of Windows Operating Systems and application logging.Must have experience with operation and connectivity of networking devices (i.e., hubs/routers/modems/switches).Ideally some experience with SQL Server (or other DBs).Proficient at using a CRM for case managementProgramming experience would be beneficial

Work Environment

• The work environment characteristics described here are representative of those an employee encounters while preforming the essential functions of this job.  
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• The employee will work in an office environment, within a well-ventilated area and is exposed to moderate noise levels.
• Employee may be required to work from home.Employee works sitting down for extended periods of time utilizing telephone, computer, access control, and electronics equipment to support customers
• Employee might need to work on site with partners.

Work Requirements

• Compliance to all relevant Assa Abloy /Impro policies and procedures related to Quality, Security, Safety, Business Continuity, and Environmental systems.
• Travel might be required throughout South Africa, with a small degree of international travel.
• The employee should have a valid passport and driver’s license.Must be legally eligible to work in South Africa.