Technical Support Rep.

POSITION OVERVIEW

We are seeking a Technical Support Representative to join our dynamic team. In this role you will work within the framework of providing solutions to users on the phone and via e-mail to repair, maintain, and enhance automotive key machines and automotive programming. As a Technical Support Representative, you will evaluate efficiencies of customers’ products and offer recommendations for improvements. Including expansion capabilities.

WHAT YOU WILL DO

• Engage directly with product users by providing resolution-oriented 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 onsite 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.
• Develop a resolution plan for escalated customer issues.
• 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.
• Contribute to the development and maintenance of an effective and cohesive technical support team.
• Assist in special projects as needed
• Ability to put the customer first by actively listening, remaining composed and professional, understanding, and focused on resolving challenging matters

 WHAT WE REQUIRE

• High School Diploma
• Excellent problem solving and attention to details
• Ability to work independently and with a team
• Strong Customer Service/Interface experience
• Strong written and verbal communication
• Detail oriented with organizational and time management skills
• Mechanical aptitude to learn and operate mechanical & electronic key cutting machines, auto programming devices, lock cylinders, etc.
• Demonstrated experience in phone support, PC, software, Microsoft Office suite including MS Outlook and Teams
• Demonstrate the ability to recognize problems or inefficiencies, and proactively seek opportunities for improvement. 
• May attend trade shows to discuss products with users
• Travel – 5%

WHAT WE PREFER

• Candidates with bi-lingual skills in English and Spanish
• Automotive experience
• Technical training or certification in relevant field

WHAT WE OFFER

• Taking Care of our Employees with Medical, Dental, Vision, Life and Disability Insurance coverage options. 
• Your health is our priority, we offer Medical Wellness Programs to aid in your well-being.
• Vacation and Personal Time Off
• We support your growing family; we provide Parental Leave for Moms and Dads!
• Wisely plan for your future with our 401k Matching plan beginning on Day One.
• Supporting your career development with our Tuition Reimbursement Program.
• Robust culture supporting internal advancement with our Learn and Grow Program.  
• 24/7 access to over 15,000 LinkedIn Learning courses to assist in your professional development and to expand on your individual interests.
• Employee Assistance Programs
• Unlimited Referral Reward Bonuses
• Corporate Discounts for shopping, travel and more!

WHY JOIN DORMAKABA?

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.