Technical Support Supervisor

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 Traka Americas for a Technical Support Supervisor.

Part of Global Solutions, Traka Americas is the manufacturer of one of the world's first electronic key management systems. We are the global leader in innovative technology for sophisticated, intelligent key management systems and locker solutions. Traka operates in a wide variety of markets such as Healthcare, Education, Commercial Enterprise, Critical Infrastructure, Government, Hospitality & Gaming, and more.

Traka products and solutions solve real-world problems by securing, managing and auditing the keys and equipment at the heart of a successful operation from small business to fortune 100 companies.

Your Role in Keeping the Future in Safe Hands…

As the Technical Support Supervisor for the Global solutions division of ASSA ABLOY, you will have the opportunity to become a valuable member of our Project Delivery and Support team, making a genuine, positive impact in the lives of our customers. You will act as the primary point of contact between Traka and the customer to facilitate Traka support solutions to scope.

Reporting to the Senior Manager, Project Delivery and Support, you will execute the day to day managing of Traka Technology support solutions including managing the team for remote troubleshooting of issues, system upgrades, server migrations, hardware installation, software installation, configurations, programming and application training to customers and partners. Travel up to 30% with occasional international travel required for global projects or company educational seminars.

What you will do…

• Training:

• You will be responsible for delivery of all technical support related knowledge training with new Support Technician onboarding.

• Provide new training for CRM ticketing of support cases.

• You will work closely in conjunction with the Tier 3 Senior Support Technician(s), to ensure that all new releases from Traka Technology are identified and where applicable arrange for onward team training.

• You will work on continuing education of product knowledge with current staff as needed.

• First & Second Line Support:

• Ensure our support SLAs are being met daily.

• Assist support team with day-to-day support concerns.

• Due to the nature of the role, you will also be instrumental in providing support where required due to volume of support.

• Serve as the POC for customers with business escalated issues/complaints.

• Support Technician Management:

• Act as direct line manager for the Support Technicians to include, regular one to one meetings and assessments, training and development, vacation approvals, coaching, etc.

• Perform and review each team member via the PDR process.

• Other:

• You will work closely with the Field System Technician Supervisor, Project Delivery Manager, and Senior Manager, Project Delivery and Support, to ensure all and any new process and procedures are being followed and met.

• Ensure that safe working practices are followed by all support technicians.

• Work alongside the Project Delivery and Service Administrators to ensure proper quotes are given for support services needed.

• Be proactive in looking for new ways of working that can be implemented to use the time more effectively on technician tasks.

• Perform regular assessments of all Support Technicians in terms of quantity and quality of work.

• Regularly review consumable items and tooling needs for the team.

What we expect of you…

• Strong leadership, communication, and customer service skills.

• Experience in training, mentoring, and supervising a team of support technicians.

• Strong technical acumen and excellent diagnostic and fault-finding skills in hardware electronics and software applications.

• Experience with software application package installation, configuration, and setup.

• Advanced working knowledge of Ethernet IP networks and communications.

• Advanced knowledge of electronic hardware and wiring with practical experience using tools such as a multi-meter for testing voltage, continuity etc.

• Strong written and oral English skills.

Desirable skills:

• Practical experience operating as a support and or service technician in the security industry e.g., access control, fire alarm or similar systems that comprise of hardware and software.

• Practical of card reader technology and protocols (Wiegand, OSDP etc.)

• Practical knowledge of Microsoft SQL Server.

• Practical knowledge of Microsoft IIS web server.

• College degree in a technical field.

What you can expect from us…

• 15 days PTO in addition to federal holidays

• Health insurance

• Dental insurance

• Vision insurance

• 401k option

• Company credit card for business travel expenses (per travel and expense policy)

• Laptop

• Cell phone (for company use)

• Modern office work environment with free drinks and snacks

• Opportunity to see the continental USA and other parts of the world

Application

You can submit your application by clicking 'Apply Now'. We will not consider application received via e-mail or through other channels. We will review applications continuously, so please apply as soon as possible.

About Us

Featuring four times in Forbes' most innovative companies worldwide, we deliver innovative, safe, and convenient security solutions that provide real added value to our customers. As a group, our goal is to everyday help billions of people experience a more open world. We're proud to boast leading positions across the majority of Europe, North and South America, Asia, and Oceania, offering products and services to our customers seeking solutions to their entrance and opening requirements, such as locks, doors and entrance automation.

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.

Orlando, FL, US, 32804

Customer Service & Contact Center Operations

Travel Required: 0%-10%

Mid-senior level

30-Jun-2024

Nearest Major Market: Orlando