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 youve ever walked through an automatic door stayed in a hotel or gone through passport control youve probably used one of our products or services. We have operations in over 70 countries with over 52000 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 PTIs 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 Youll 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: Youll 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

ASSA ABLOY offers a competitive compensation and benefits package including a bonus a 401(k) plan education assistance and an environment that reflects our commitment to our employees. Pay within each range is based on a variety of factors including but not limited to primary work job-related knowledge skills experience training licensure and certifications business requirements geographic location and other business and organizational needs. The salary range is a reasonable estimate for this position at the time of posting. ASSA ABLOY conducts regular reviews of compensation ranges and therefore reserves the right to alter this range at any time.

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We are the ASSA ABLOY Group
Our people have made us the global leader in access return we open doors for them wherever they go. With nearly 63000 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 its important to us to have diverse inclusive teams and we value different perspectives and experiences.