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Our doors are open – to you. We are one of the Top 3 companies in our industry and globally leading in smart and secure access solutions. As a trusted partner, we stand for innovation, top performance and a fulfilling workplace. Join our team of 15,000 colleagues around the world and help us build trust every day.

Advanced Systems Technician Level 2

Montreal, CA, QC H4P 2G7

Jun 8, 2021

dormakaba: ranked in the top 100 global tech leaders by Thomson Reuters!

https://www.thomsonreuters.com/en/products-services/technology/top-100.html

 

 

Company

 

The dormakaba Group is one of the top three companies in the global market for access and security solutions. The company is a single source provider of products, solutions and services related to doors and secure access to buildings and rooms. No matter where you are, if you need reliable and innovative access and security solutions, we will provide you high quality service – in hotels, shops, sports facilities, airports, hospitals, at home or in the office. Around the globe.

 

With over 16,000 employees worldwide (over 500 in Montreal), dormakaba is present in over 130 countries and has more than 150 years of experience. The dormakaba Group is headquartered in Rümlang, Switzerland, and generates annual revenues of over 3 billion dollars CAD.

 

dormakaba offers you a career not a job. Join us now and make a real difference in creating the next generation of products and services. Visit our website www.dormakaba.com

 

 

Summary

 

Under the authority of the Manager, Advanced Systems the person has the responsibility to support and handle CS Escalations (level 2). The Level 2 System Technician will also be required to support the critical functional groups of dormakaba which are Engineering, Technical Support (Level 1 Domestic and international) and Sales (Domestic and international).  This position will also be involved in testing, training, documenting and supporting dormakaba teams as needed. 

 

 

ESSENTIAL DUTIES & RESPONSIBILITIES include but are not limited to the following:

 

 

Technical Support (Advanced Level)

 

As required by the CS Escalation Procedure, responsible for providing Advanced Level-2 product support:

  • Provide technical support of advanced complexity by performing software/network/hardware troubleshooting to isolate and diagnose problems
  • Provide technical support to our level 1 technicians and installers of advanced complexity.  Helps coaching both as needed
  • Interface between customer & 3rd party integrated product suppliers on hardware/software issues
  • Ability to interface with the customer concerning product functions and requirements, data analysis, yields and defect reporting, etc..
  • Understand SQL scripts, have ability to write and modify scripts as needed
  • Coordinate all software upgrades with customer Engineering & CS functions
  • Create and maintain related deployment procedure documentation
  • Collect/Review/Markup building plans for Messenger projects.

 

 

Customer Services - NEW PRODUCT INTRODUCTION (NPI) SUPPORT

 

Work in conjunction with Engineering and Product Marketing to coordinate activities and efforts to bring product to market as quickly as possible while meeting the demands of customers:

  • Participate in performing software quality control and testing on release of new versions of software
  • Work together with the other Customer Service functions (Installation, Technical Support) to create and continue improving our support processes, procedures, test, and deployment protocols to improve efficiency and service level
  • Effectively communicate internally to the Hardware, Firmware and Software Engineering teams on the issues detected during system testing. Work together to determine root cause and the corrective action in a timely manner
  • Responsible for alpha/beta product deployments, providing installation and customers support as required; documenting findings in the Beta Site Report
  • Participate, as required, in Engineering’s product review meeting to provide alpha/beta feedback or inputs for future products
  • Responsible for training internal/external dormakaba Customer Service staff, including International RMOs/Distributors of new Lodging Products and features.

 

 

Technical Qualifications

 

  • Experience in Windows Operating Systems, Microsoft Office Suite, VPN, Visio, Windows networks using TCP/IP
  • Relevant experience in system level testing, servers, and software application testing
  • Solid troubleshooting and problem-solving ability.

 

 

Soft Skills

 

  • Analytical expertise including ability to plan, resolve problems effectively, and establish priorities
  • Ability to communicate product benefits & technical features verbally & via email
  • Professional & patient telephone demeanor; Proficient in handling customer complaints
  • Solid interpersonal skills, good listener
  • Attention to detail, patience, and a positive, customer-centric attitude
  • Strong ability to investigate and solve complex problems outside their realm of expertise:comfortable investigating unknown issues
  • Superior and demonstrated troubleshooting and problem-solving ability, ‘A’ team player
  • Ability to work well in a matrix organization environment
  • Prepared to travel extensively throughout North America & occasionally outside North America.

 

 

Education & Experience

 

  • College Degree or equivalent industry experience in information technology, or another relevant field.
  • 2-3 years technical network support/troubleshooting.

 

 

We offer

 

  • A fast-growing international company
  • A stimulating, fast and friendly work environment
  • An opportunity to highly contribute to the success of the company
  • Competitive global compensation
  • Free parking and on-site cafeteria
  • A 3-minute walk from Namur metro station.
dormakaba Canada Inc.

 

 

 

 

 

 

 

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