Advanced Diagnostics, Ilco and Silca, comprise the Key Systems business unit of the parent Group dormakaba. Key Systems is the global leader in the Locksmithing and Automotive locksmithing industry and first key-blanks manufacturer, providing to our customers worldwide the latest technology and an outstanding know how. The uniquely extensive range of products and solutions – such as vehicle keys cloning and programming devices, residential keys’ duplication solutions, key machines for professionals – is distributed in more than 130 countries, with a tailored presence of our three leading brands by channel and country.


Rocky Mount, NC, US, 27804

Jun 1, 2024

Job Summary

The Tech Support Representative is responsible for providing technical and  product phone support to end user customers.


Essential Job Functions


  • Provide answers to questions relative to specifications, capabilities and applicability for Ilco, Silca & AD products posed by customers, customer service representatives, sales staff and engineers. May take up to 100 calls per day.
  • Assist with product repairs and shipping of repaired products.
  • May participate or lead segments of on site training classes, demonstrating company products and services.
  • Maintain communication and reporting with engineering to resolve product problems and improve upon product performance.
  • Provide technical assistance to company Product manager for development of new products, including background, development and testing. Includes research of technical aspects of product applications, new developments in key markets and testing of new products.
  • Troubleshooting of problems encountered by customer using company products. Provide suggestions for technical corrections in operation or procedures.
  • Assist in the development of troubleshooting guides and repair manuals.



  • High School Diploma.  
  • Customer service experience preferred.
  • Mechanical aptitude to learn and operate mechanical & electronic key cutting machines, auto programming devices, lock cylinders, etc.
  • Candidates with bi-lingual skills in English and Spanish would be a plus.
  • Phone support, PC, software, Microsoft Office suite experience.
  • Automotive experience is a plus.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
The employee is occasionally required to sit, climb, balance, stoop, kneel, crouch or crawl. The employee must frequently lift and move up to 10 pounds and occasionally lift and move objects up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.



Kaba Ilco Corporation is an equal opportunity employer. M/F/D/V



Kaba Ilco Corp.









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Nearest Major Market: Raleigh
Nearest Secondary Market: Rocky Mount