US Technical Support Engineer

Field Engineer

Description

Do you want to be part of creating a safer world? Without thinking about it, you meet us in your everyday life – at home, 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 technologies.

If you are passionate about being part of an exciting transformation journey working with a global, multi-cultural and highly motivated organisation 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

We are looking for a decisive and proactive person to drive accuracy, efficiencies and training within the business. This person will be a support to customers, engineers and office-based employees in the US.

The successful candidate should provide an example of best practice technical analysis and solution and support the wider operation in pre & post installation services for confirmed and speculative customers. This person should be proactively looking to reduce customer escalations through upskilling engineers and training clients, driving training throughout the business and looking for new innovative ways to deliver that training.

This role will demonstrate exemplary levels of customer service and technical expertise with a commitment to a first time-fix culture. This will ensure that 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, this person will need to be flexible and have great customer service and communication skills.  

What you will do:

• Provide remote technical support, occasionally out of hours.
• Install, configure, test, maintain, monitor, and troubleshoot associated Entrance Control end user hardware.
• Report to and assist the Technical Manager to perform site analysis, diagnosis, and resolution of complex hardware problems for all Entrance Systems.
• Prioritise and respond to customer demands and expectations and escalate where necessary.
• Liaise with colleagues and departments on varied technical issues.
• Update and close Service Calls on the company’s Management System.
• Provide customer and client training.
• Assist in testing or evaluation of new products.
• Produce and maintain technical literature 

• Maintain currency of knowledge with respect to relevant technology, equipment or working practices required to support the business and its customers.
• 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.
• 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 role has budgetary responsibility as you’ll be responsible for stock/inventory control, correct reporting of activity & parts usage, along with flight and hotel booking.

What you need to have:

• Good mechanical, electronic & electrical knowledge.
• Experience of working as a mobile Technician.
• Excellent organisational skills
• Excellent customer service skills
• Ability to handle changing priorities and work well under pressure whilst presenting a positive image.
• Have high level knowledge of electronic/electric circuitry.
• Ability to take ownership and accountability.
• Excellent communication skills, able to listen to and empathise with customers and present a positive image of the company.
• Ability to problem solve, to establish all the facts to resolve a presenting situation independently using own initiative, consulting with experienced colleagues, team leaders and suppliers as necessary.
• Able to deliver results to ensure customer calls are resolved quickly and efficiently, to prioritise effectively, meet deadlines and targets, and use own initiative to get the job done.
• Experience of working within Entrance Control, Electro/Mechanical Field Service, CCTV, Access Control is highly desirable.
• Mechanical and electrical qualifications.
• Software programming knowledge.
• Ability to travel up to 20% of the time
• Spanish language skills are highly desirable

Why join us - listen to the feedback from our team!

No micromanaging, “technicians are trusted”

“Our technicians have good tools and vehicles; I feel like I can do my job”

"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.