Position overview
To provide first-level customer technical support for dormakaba UK/I by qualifying customer requests, assessing urgency and contract coverage, resolving issues remotely where possible, and coordinating escalation to field technicians, Service Contract Sales, or Level 2 support when required.
What you will do
- Contact customers within one hour of a request being recorded and take ownership of the initial qualification.
- Verify customer contract coverage and coordinate with Credit Management or Service Contract Sales where release, quotation, or order follow-up is needed.
- Assess urgency, criticality, and SLA impact using clear, non-technical questions adapted to the customer’s situation.
- Guide customers through first-level checks, including power, connectivity, equipment status, access badge use, and basic lock or badge troubleshooting.
- Resolve incidents remotely where possible, including connection to the customer server through approved remote support tools.
- Close resolved customer requests and issue intervention reports once service is restored.
- Escalate unresolved cases to field technicians, Installation & Maintenance leadership, or Level 2 support for software complexity, while maintaining clear handover and case continuity.
What we require
- 2–4 years in technical customer support, help desk, service coordination, hospitality access systems, or field service administration. Experience with customer troubleshooting, remote support, service contracts, and SLA-based case handling is preferred.
- Technical diploma, BTS/DUT, or equivalent experience in customer support, electronics, IT, access control, maintenance coordination, or a related field.
What we offer
- Best opportunities in a globally operating company valuing diversity, inclusion, sustainability and mutual trust
- Attractive remuneration package
- Opportunity for flexibility with a hybrid working model
- Home office allowance
- 25 days paid annual leave
- Additional health insurance
- Employee Assistance Program (Mental Health, Legal & Financial Counselling
- 102,26 EUR Food vouchers
- Public transportation card
- Optional parking space
- Multisport card
- Language training opportunity
- Employee referral program
- Brand new modern office premises in a class A Business building
- Fresh fruits in the office
- Training and mentorship programs
- Access to over 15,000 LinkedIn Learning courses to assist in your development
Who we are
We are at the heart of every place that matters. From automatic doors to cloud-based access management – as a leading global provider in the access solutions market for schools, banks, airports, hospitals, hotels, and many more, we enable seamless movement within secure, safe, and sustainable places. With over 160 years of experience and a focus on excellence and innovation, we offer exciting opportunities to grow in an environment where you can make a real impact. At dormakaba, you are encouraged to take initiative, develop your skills, and build your career alongside 16,000 experts worldwide who are setting industry standards every day.
Work in a place where you matter – apply now!