Career Growth, Flexibility and Collaboration!
Entrust is an innovative leader in identity-centric security solutions, providing an integrated platform of scalable, AI-enabled security offerings. Headquartered in Minnesota, we offer our colleagues the ability to work globally, in a flexible and collaborative environment. Our team makes an impact!!
The Company:
Entrust relies on curious, dedicated and innovative individuals whom anticipate the future and provide solutions for a more connected, mobile and secure world. Entrust’s technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers.
We Believe:
Securing identities is most effective when we value all identities. We are committed to ensuring that, through diversity and inclusion, the many voices that make up our communities are heard. From unconscious bias training for managers to global affinity groups that create connections both within and across our enterprise, Entrust expects and encourages all individuals to accept and respect one another. And, of course, to be themselves.
The Technical Support Specialist works with customer engineer, dealers, distributors and end users to diagnose troubleshoot and resolve technical issues with Entrust hardware and software products. The Technical Support Specialist will perform the accountabilities detailed below and other duties as assigned.
Responsibilities:
Technical Support 50%
- Act as point of escalation for technical issues that customer engineers/on-site technicians are unable to solve
- High availability for customer / distributors contacts to ensure timely and accurate response to all inquiries.
- Based on Contracts Utilizes phone, email and remote connections and site visits to investigate customer issues
- Diagnoses underlying cause of customer complaints, performance or quality issues
- Works all customer problems to resolution which may be one or many of the following:
- Identifies and arranges for and installs replacement parts/Software
- Adjusts system set up to return product performance to standard levels
- Escalates issue to engineering through Escalation process
Installation/Implementation 30%
- Ensure that system works as contractually agreed at customer site
- Managing and leading preparation to install Machines and software thru distributors
- Perform installation Hardware and software in customer site successfully
- Required to successfully run standard test cards
- Required to ensure system is fully operational for customer production including hardware, software and supplies
Marketing & Pre-Sales Support 20%
- Stages equipment to be used at trade shows, this requires some lifting.
- Attends trade shows to set-up, test and run equipment on-site
- Responds to customer, distributor or sales person inquiries to provide general product information or answer questions about product compatibility
- Responds to Service Requests from Entrust distributors
- Update product installed base and quality issue
- Growth Service revenue (HMA/SMA/Parts).
Basic Qualifications
- 5+ years experiences working with complex electro-mechanical hardware and/or companion software
- Experience with Technical service on Mid or big size machines by direct and indirect
- High responsibility for given or planned tasks
- Knowledge of MS Office products and related software programs
- Travel is required up to 50% of the time, some international travel is expected. Must be able to travel on short notice.
Preferred Qualifications:
- B.S. Degree in Engineering (Mechanical or electrical).
- Experience in Card personalization system or similar systems
- Ability to think analytically, solve problems, make decisions, and collaborate and work with a team
- Strong customer orientation and commitment to quality
- Ability to juggle competing demands and priorities while maintaining strong attention to detail
- Proven written, verbal communications and presentation skills in English and Korean.
- Experience supporting a global client base
- Self-motivated and result oriented team player.
#LI-JB2#ENT123For US roles, or where applicable:
Entrust is an EEO/AA/Disabled/Veterans Employer
For Canadian roles, or where applicable:
Entrust values diversity and inclusion and we are committed to building a diverse workforce with wide perspectives and innovative ideas. We welcome applications from qualified individuals of all backgrounds, and we strive to provide an accessible experience for candidates of all abilities.
If you require an accommodation, contact accessibility@entrust.com.
Recruiter:James Beck
James.Beck@entrust.com
