Field Service Technician

ASSA ABLOY Global Solutions is part of the ASSA ABLOY Group, who are the global leader in access solutions. Every day, we reimagine how people move through a safer, more open world with ease. If you’ve ever walked through an automatic door, stayed in a hotel, or gone through passport control, you’ve probably used one of our products or services. We have operations in over 70 countries, with over 52,000 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 the fantastic opportunity available in Senior Care for a Field Service Technician.

Your Role in Keeping the Future in Safe Hands…

The primary duty of a Field Service Technician is to implement complex proprietary computerized access control systems, safes, related peripherals, and various hardware and software applications. This job requires a mix of soft personal skills along with deep technical knowledge paired with strong diagnostic skills. You will be responsible for establishing rapport and comfort with customers as well as deploying, monitoring, diagnosing, and repairing a large software suite with an even larger array of hardware types.

Duties and Responsibilities

• Customer service oriented approach with importance on understanding customer operation procedures
• Provide hardware and software solutions to solve customer access control scenarios
• Ability to travel week-to-week, approximately 50% of the year
• Provide in person training to end users after system implementation
• Performing advanced troubleshooting on AAGS proprietary products and software
• Help provide customer support to end users when not on site
• Exercise professional judgment to discern customer concerns and needs for complex systems
• Provide feedback to property personnel and internal superiors on resolution/next steps 
• Retrieve logs and provide detailed technical descriptions for bug reporting
• Work independently with little oversight or support in remote locations
• Collaborate with and support other departments as needed
• Available for on-call assignments on a rotating schedule basis
• Support and assisting AAGS certified contractors on-site and remotely
• Manage high pressure situations with a professional demeanor
• Provide high level end user support remotely or on-site
• Other duties and special projects as assigned

Skill Requirements and Performance Criteria

• 5 to 7 years customer support or field technical experience
• Must be flexible with scheduling
• Ability to travel throughout US (drive and fly)
• Exceptional organizational skills
• Conscientious professionalism
• Excellent customer service skills
• Strong diagnostic/critical thinking skills
• Clear and concise written communication

Preferred Professional Skills

• Minimum 2 years’ experience installing access control systems and electronic locks
• Advanced knowledge of Windows, Windows server, VM OS and environments
• Strong knowledge of wireless signal and RF networks
• Familiar with IoT devices
• Comfortable with multi-meter (Voltage, Amperage)
• Previous technical/field support experience
• Ability to read floor plans and electronic wiring schematics

Education/ Certificate

• Vingcard Hardware Certification preferred
• Visionline/ Vostio Software Certification preferred
• IT certifications beneficial
• Bachelor degree or work experience equivalent

#LI-VS1

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 61,000 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.