North America Technical Support Engineer

Job DescriptionJob 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 t…