Field Support Technician

ASSA ABLOY Group; Vaughan; On-site; CAD 70,000 - 80,000; Full time

Job summary

ASSA ABLOY Canada is seeking a Field Support Technician to provide hands-on support for mechanical and electromechanical products. You will handle inquiries via calls, email and chat, troubleshoot installation issues, and coordinate with product managers to resolve customer requests.

The role involves travel across Ontario, Quebec and Eastern Canada to visit customer sites. Qualifications include a bachelor’s degree or related technical diploma or relevant industry experience, and bilingual

Qualifications

• Bachelor's degree in a related technical field or equivalent experience.
• Experience in architectural industry or related field is preferred.
• French bilingual language skills are an asset.

Responsibilities

• Provide field support for mechanical and electromechanical products.
• Answer calls, emails, and chat inquiries from customers and internal teams.
• Troubleshoot hardware issues and diagnose product problems onsite or remotely.
• Use CRM system to track issues and resolutions and coordinate with product managers.
• Collaborate with operations, engineering and manufacturing to resolve urgent issues.
• Visit client sites within Ontario, Quebec and Eastern Canada as required.
• Provide training to sales, customer service and customers as needed.

Job description

Company: ASSA ABLOY Canada

Reports to: Operations Manager

Location: Vaughan, Ontario, Canada

ASSA ABLOY Door Security Solutions provides end-users (healthcare facilities, schools, universities, military, commercial buildings, etc.) with unsurpassed security and life-safety solutions and the essential support services (LEED consultation, code compliance, access control system integration, product research and selection, specification writing services, technical support, etc.) to ensure well-functioning doorway systems in the commercial building industry. This is all accomplished by combining the strengths of industry-leading door and hardware brands.

Job Summary

We are looking for a Field Support Technician who will support the business with mechanical and electromechanical products. Take a hands-on approach by answering calls, e-mail, and chat inquiries on assigned brands. Customer service aspect to provide accurate, timely and complete support to Customer’s request for assistance. This role will be based in Central Canada and will travel within the Ontario, Quebec, and Eastern Canada region to visit customer sites.

Responsibilities

• Supporting mechanical and electromechanical products
• Answer calls, e-mails and chat inquires on assigned brands.
• Provide accurate, timely and complete support to Customer’s requests for assistance by using online product information, catalogues and leveraging the factory Product Managers as required;
• Trouble shoot with end user assist in resolving installation issues and proper use of product by evaluating and analyzing the symptoms.
• Troubleshooting hardware, identify site specific issues.
• Diagnose and resolve technical hardware issues.
• Use the CRM system for tracking issues and problem resolution.
• Act as a liaison between customers, quality, engineering, and manufacturing personnel.
• Maintaining prompt and effective inter and intra-team communication.
• Identify and escape priority issues per Client specifications.
• Redirect problems to appropriate resources and follow up until the issue is resolved.
• Work closely with Operations Manager and Factory Product Managers on all issues that are urgent and may affect other end users in an adverse way.
• Analyze requests for return to ensure validity.
• Use equipment in the lab to determine root cause of issues.
• Support Marketing inquiries for information.
• Provide training to sales, customer service and Customers as required.
• Visit local Customer sites with Technical Service staff as required.
• Work with Product Obsolescence team to identify and communicate product changes that require internal and external communication.
• Maintain knowledge of all changes and new products in area of responsibility.
• Understand competitive products and how ASSA ABLOY’s products compare and exceed ratings and specifications.
• Participate in all relevant training to increase product and industry knowledge, including factory visits.
• Participate in Monthly product updates.
• Provide support for product sales and assist customers, sales and customer service with product selection and support.

Education and Experience

• A bachelor’s degree or related technical diploma or relevant industry experience.
• Experience in architectural industry or related field.
• French Bilingual language skills are an asset.

Key Competencies

• Excellent problem solving and analytical skills.
• Strong verbal and written communication skills with the ability to adjust communication style to the audience as required.
• Ability to understand issues quickly and assess the best solutions in a timely and cost-effective manner and follow up until issues are completely resolved.
• Excellent Customer Service skills, utilizing empathy and understanding to show that the sense of urgency and importance is understood.
• Flexibility and ease in moving between systems and tasks on a constant basis with ease.
• The ability to act independently, take initiative, multi-task and drive tasks and issues to resolution.
• Proven ability to deal with a high level of confidentiality as it pertains to quality and product issues that may impact business.

Physical Demands and Working Conditions

• Ability to travel within the assigned territory up to 40% of the time.
• Ability to travel across Canada and into the U.S.
• A valid driving record in good standing.

The estimated expected salary range for this role is $70,000 to $80,000 per year.

ASSA ABLOY welcomes and encourages applications from people with disabilities. Accommodation is available on request for candidates taking part in all aspects of the selection process.

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.