Global Technical Support Engineer

Do you want to be part of creating a safer world? Without thinking about it, you meet us in your everyday life – at home, in transit, and at work. We are at the airport, where you commute, where you work, play and shop. Diverse in our offering, our customer outreach and in our mindset, Gunnebo Entrance Control is leading the transformation of the security business through digitalisation and connectivity for the continuous developments of smart entrance control.

If you are passionate about being part of an exciting transformation journey working with a global, multi-cultural and highly motivated organisation, this is the opportunity for you. Gunnebo Entrance Control is small enough to see your ideas come to fruition, and big enough to realise your career goals.

Role Overview

The Global Technical Support Engineer will support customers, engineers, and office staff worldwide, providing exemplary technical analysis and solutions. The successful candidate will deliver best practice technical analysis and solutions, support pre- and post-installation services, reduce customer escalations through training and upskilling, and drive innovative training methods across the business.

The ideal candidate will possess flexibility, strong customer service, and communication skills to ensure the best service experience and foster repeat business. 

This role may need occasional site visits, so a willingness to travel is required.    

Responsibilities

• Provide remote technical support, occasionally out of hours.
• Install, configure, test, maintain, monitor, and troubleshoot associated Entrance Control end user hardware.
• Report to and assist the Technical Manager to perform site analysis, diagnosis, and resolution of complex hardware problems for all Entrance Systems.
• Prioritise and respond to customer demands and expectations and escalate where necessary.
• Liaise with colleagues and departments on varied technical issues.
• Update and close down Service Calls on the company’s Management System.
• Provide customer and client training.
• Assist in testing or evaluation of new products.
• Produce and maintain technical literature 
• Backup and assist the Global Partner Network and other engineers to ensure most effective delivery of service provision.
• Maintain currency of knowledge with respect to relevant technology, equipment or working practices required to support the business and its customers.
• Employ a continual improvement approach to your own working practice, always exploring opportunities for continued professional development and making suggestions to management where appropriate.
• Ensure that all relevant Health, Safety and Environmental procedures and practices are followed, ensuring that everyone is made aware of their responsibilities in these areas.
• This role has budgetary responsibility as you’ll be responsible for stock/inventory control, correct reporting of activity & parts usage, along with flight and hotel booking.

Requirements

• Good mechanical, electronic & electrical knowledge.
• Ability to problem solve, to establish all the facts to resolve a presenting situation independently using own initiative, consulting with experienced colleagues, team leaders and suppliers as necessary.
• Able to deliver results to ensure customer calls are resolved quickly and efficiently, to prioritise effectively, meet deadlines and targets, and use own initiative to get the job done.
• Experience of working within Entrance Control, Electro/Mechanical Field Service, CCTV, Access Control is highly desirable.
• Experience of working as a mobile technician.
• Excellent customer service skills and a commercial knowledge.
• Ability to handle changing priorities and work well under pressure whilst presenting a positive image.
• Have high level knowledge of electronic/electric circuitry.
• Ability to take ownership and accountability.
• Excellent communication skills, able to listen to and empathise with customers and present a positive image of the company.
• Mechanical and electrical qualifications.
• Software programming knowledge is desirable
• In depth knowledge of Network / IP setup.
• Full driving license

About Us

The Gunnebo Group is a global leader in security, offering innovative products and services to protect and control the flow of people, and to safely secure valuables. Through our businesses and customers in retail, public transport, public and commercial buildings, industrial and high-risk sites and banking, we operate worldwide through our 3,400 employees, 25 country locations and 10 production facilities. Serving customers in over 100 markets, together we create a safer world.

Gunnebo Entrance Control specialises in entrance control solutions that enable our customers with increased efficiency, safety and end-user experience. Our wide range of products are designed to create a safe environment without restricting freedom of movement, whether it is to enter the lobby of a company, a supermarket, an entertainment area, an industrial area or public transport. We shape the future of people flow management.

Diversity Statement

Gunnebo Entrance Control is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our products so unique. We welcome applications from all backgrounds and employment decisions are made without regards to race, colour, religion, origin, sexual orientation, gender identity or expression, age, disability, or any other dimension of diversity.

Gunnebo Entrance Control is committed to treating all people in a way that allows them to maintain their dignity and independence. Applicants with accessibility needs may request to be accommodated throughout the recruitment process.