Field Support Specialist



An Amazing Career Opportunity for a Field Support Specialist 

Location: Sao Paulo, Brazil; Mexico City, Mexico

Job ID : 12174


The Field Support Specialist is responsible for the continued maintenance, technical support, and enhancement of new or existing products or systems in the field, this includes having a focus on card and passport personalization and mailing equipment, ensuring they are serviced regularly as per manufactuers guidelines, and perform at their optimum.


Do you enjoy resolving incidents quickly and efficiently to restore capacity and maintain quality levels, while  interacting with suppliers as necessary to correct issues?

If this sounds like you we want to hear from you!


Who are we? 

HID Global powers the trusted identities of the world’s people, places, and things, allowing people to transact safely, work productively and travel freely. We are a high-tech software company headquartered in Austin, TX, with over 4,000 worldwide employees. Check us out here: and 


As our Field Support Specialist  you’ll support HID’s success by: 


  • Performing corrective and preventive maintenance, resolving incidents, assisting with installations and upgrades. Carry out planned corrective and preventative maintenance in accordance with the HID and OEM requirements.
  • Ensure that repairs and maintenance is carried out to highest quality, within the shortest time frame and right first time.
  • To install, configure, test and commission project hardware and software (personalization devices, mailing machines etc).
  • FAT of equipment at supplier site, and support integration testing, site acceptance and user acceptance testing.
  • Engaging with suppliers and documenting all technical materials for knowledge sharing.
  • To provide a professional engineering service on customer site(s), corrective and preventive maintenance, in line with the Service Level Agreements (SLA) ensuring contractual targets are achieved and customer satisfaction maintained.
  • Incident Management - To provide thorough L1 and L2 hardware, software, and peripheral support, and tracking status and updates through the available incident management tool.
  • Before and after machine intervention, update the machine status log, backup machine settings, informing operators and managers of status.
  • Liaise with internal teams and 3rd parties as required, supporting their L3 investigations into hardware, software, and peripheral incidents.
  • Maintain a spares stock inventory (part usage, requests, transfers, refurbishment).
  • Change Management - Ensuring changes to the live systems are all adequately planned, tracked, tested, documented, approved and audited with the appropriate back-out plans.
  • Knowledge Management - assisting with the generation and maintenance of all technical system and troubleshooting documentation, such as the creation of user guides, manuals, training video and slidedeck etc.
  • To provide visit reports, periodic reports, status updates or feedback as required.
  • To deliver machine training for operators, L1 and L2 support.
  • Maintain all HID tools and equipment in a good working order ensuring all legal health and safety and quality are compliant.
  • Ensures a safe and healthy workplace, including the promotion of the environmental, health and safety standards, integrated management systems and any other relevant initiatives. 
  • To be fully conversant with the application software interfacing to the devices.
  • To assist in the generation and maintenance of all technical documentation relating to the hardware, software and peripheral ensuring proper version control is employed in accordance with the latest standards.
  • Chairing technical meetings and presenting to a varied stakeholder group.
  • Maintains highest standards at all times.
  • Be held accountable for timely communication of status or critical decisions needed from accountable executives - Proactively identify options/recommendations.
  • Identify delivery and operational risks and provide inputs how to mitigate.
  • Manage work package leads to achieve project goals and objectives.
  • Participate in the Core Team reporting on work packages.
  • Other duties may be assigned as required.


What we will love about your background: 


  • Ability to effectively communicate in the English language, both verbally and in writing.
  • Additional European language (nice to have)is preferred.
  • Ability to read and interpret technical journals, schematics, wiring diagrams, specifications, international technical standards, etc.      
  • To demonstrate strong customer facing skills and ability to gain in-depth product knowledge.
  • Excellent problem solving and critical thinking skills with the ability to analyse complex situations; responsible and accountable for own decision making.
  • Hard-working, goal oriented and with a high level of energy and enthusiasm; able to operate efficiently, effectively and professionally within a fast paced, dynamic and results driven business environment.
  • Ability to challenge others in a reasoned and logical manner to explore all possible solutions.
  • Effective at determining a course of action, breaking it down into smaller steps and planning and resourcing accordingly. Able to plan and forecast based on business priorities.
  • Exceptional interpersonal and stakeholder management skills and the ability to communicate with authority both verbally and in writing at all levels of the business and across different cultures.
  • Ability to tailor communication appropriately to the requirement of diverse audiences.
  • Ability to anticipate risks and devise solutions in the moment.
  • To demonstrate a flexible approach to location and working hours.
  • Analyses problems in a calm and logical manner.
  • Able to find root cause and implement fixes or recommend mechanisms to prevent re occurrence and capture learning.


Your Qualifications and Experience include: 


  • Higher level education in electro-mechanical engineering, a related degree, and three years field experience above the miminim requirement listed below.
  • Requires a minimum of 4 years’ experience as a mechanical engineer or service technician, ideally with experience in both a manufacturing environment and on-premises at customer sites (P3).  
  • Proven track-record of successfully supporting large print machines with laser/inkjet or similar.
  • Embraces the principles of Lean Manufacturing, Total Productive Maintenance and the need for Continuous Improvement.
  • Experience in repair and maintenance with proven fault-finding capabilities, in all fields of mechatronics, i.e. electrical, electronics, IT and mechanics
  • Experience building effective working relationships with customer and suppliers.
  • Experience working internationally.


Computer Skills :


  • Microsoft Office
  • Microsoft SQL Management Studio
  • Salesforce (or experience with other incident management tools nice to have)


Why apply? 


  • Empowerment: You’ll work as part of a global team in a flexible work environment, learning and enhancing your expertise.
  • Innovation: You embrace challenges and want to drive ambitious change.
  • Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly.


HID Global is an Equal Opportunity/Affirmative Action Employer – Minority/Female/Disability/Veteran/Gender Identity/Sexual Orientation. 



We make it easier for people to get where they want to go!
On an average day, think of how many times you tap, twist, tag, push or swipe to get access, find information, connect with others or track something.  HID technology is behind billions of interactions, in more than 100 countries.  We help you create a verified, trusted identity that can get you where you need to go – without having to think about it.  
When you join our HID team, you’ll also be part of the ASSA ABLOY Group, the global leader in access solutions. You’ll have 50,000 colleagues in more than 70 different countries. 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. 


Mexico City, MX, 1210 São Paulo, BR, 04763-001

Customer Service & Contact Center Operations
Entry level