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About the Role

In this dual role, your time will be split between providing customer support to customers via phone, email, live chat, and customer site visits and contributing to the company’s overall strategic sales and business development initiatives through tradeshow support, field training, brand champion engagement, partner onboarding, and in-person partner training.

Responsibilities

Troubleshoot hardware, software, PC interface, and mobile app to identify and resolve issues.
Manage partner onboarding and training, subscription management, order management, and warranty returns.
Utilize a case management system for tracking customer engagements, issues, and problem resolution.
Resolve issues or ensure timely escalation to the appropriate support level.
Act as a liaison between customers, engineering, and manufacturing personnel.
Maintain prompt and effective inter and intra-team communication.
Work with equipment in testing environments to determine root cause of issues.
Prepare documentation, diagrams, and knowledgebase articles for external use.
Meet or exceed established individual targets for utilization rate, availability, average speed to answer, and overall customer satisfaction ratings.
Provide tradeshow/event support and networking.
Conduct training events for internal subject matter experts, end users, and install partners/distributors/wholesalers.
Work with sales teams and distribution partners to create demand through training.
Collaborate with the marketing team to identify end users for marketing case studies.
Engage as a brand champion.

Requirements

Possess a College/University degree (preference for specialization in related curricula), or have work experience commensurate with, a minimum high school/GED diploma.
Have a minimum of 2 - 3 years of relevant experience.
Demonstrate strong working knowledge of Microsoft Operating Systems.
Demonstrate strong working knowledge of iOS and Android for mobile Operating Systems.
Exhibit excellent customer service skills and the ability to interact in a courteous, helpful, and professional manner.
Possess unquestionable ethics with proven ability to deal with a high level of confidentiality.
Demonstrate the ability to act independently, take initiative, and drive tasks and issues to resolution.
Possess strong verbal and written communications skills.
Possess strong organizational and multi-tasking skills.
Show demonstrated strong problem-solving and analytical skills.
Familiarity with door hardware, electronic access control, or physical security products is preferred.
Experience with installation of door hardware and wiring access control devices is a plus.
Experience with access control software is a plus.
Possess a valid passport.
Be qualified and willing to travel without restrictions both domestically and abroad.
Be able to balance multiple projects and meet tight deadlines.
Maintain availability to travel up to 50% domestically and internationally as business needs require.
Possess a valid driver's license.
Live within commuting distance of a major airport in the United States.
Maintain a consistent high-speed internet connection.
Be able to lift 50lbs.

Skills

Hardware troubleshooting
Software troubleshooting
PC interface troubleshooting
Mobile app troubleshooting
Customer support
Business development
Sales
Tradeshow support
Field training
Brand champion engagement
Partner onboarding
Microsoft Operating Systems
iOS
Android
Customer service
Confidentiality
Independent work
Initiative
Problem resolution
Verbal communication
Written communication
Organization
Multi-tasking
Problem solving
Analytical skills
Door hardware familiarity
Electronic access control familiarity
Physical security products familiarity

Location

Remote within the United States

Work Type

Remote
Full-time

Experience Level

Level I
2-3 years relevant experience

Education Level

College/University degree
High school/GED diploma

Salary/Compensations

$70K - $85K

Benefits

Discretionary bonus
401(k) plan
Medical insurance
Dental insurance
Vision insurance
Life insurance
Education assistance
Company car
Paid time off for thirteen holidays
Ten vacation days

About the Company

ASSA ABLOY is a global leader in door opening solutions dedicated to providing a safe, secure, and accessible building environment.
Building something great is only possible with great people and a great culture.
ASSA ABLOY offers a competitive compensation and benefits package.
Working for ASSA ABLOY means that you will be part of a dynamic environment, developing innovative solutions to improve our customers' lives.
As the global leader in door opening solutions, we are using the latest technologies to open doors to events, hospitals, education, homes, hotels, airports and businesses.
Joining ASSA ABLOY means being part of a fast-moving company with many opportunities.
We are the ASSA ABLOY Group.
Our people have made us the global leader in access solutions.
With nearly 63,000 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.

Equal Opportunity

ASSA ABLOY is an Equal Opportunity Employer/Minorities/Females/Disabled/Veteran