Technical Support Engineer

The Technical Support Engineer provides technical product support for mechanical products to end-users, working closely with internal and external customers to recommend solutions and resolve technical issues. The role is based in Reamstown, PA or Indianapolis, IN (onsite).

Role Summary

This position consults with field stakeholders to deliver support, updates, and documentation, while evaluating how well the support structure is performing over time. Using a strong understanding of product capabilities, the Technical Support Engineer supports specialized applications, addresses technical concerns as they arise from the field, and helps drive recommendations for product enhancements and innovation.

Key Responsibilities

• Consult with appropriate field personnel to provide support, updates, and documentation, and assess the ongoing effectiveness of the support structure
• Use comprehensive knowledge of product capabilities to develop customer-focused solutions and provide support for specialized applications
• Coordinate responses to specific technical product concerns from the field, serving as a liaison between relevant functional areas as needed
• Apply strong analytical, research, and reasoning skills to evaluate products and applications via phone, text, and video in the field for unusual product wear, attack indications, or failure
• Use good judgment to balance customer needs with corporate requirements when authorizing replacement products for warranty issues

Required Qualifications

• High School diploma or equivalent
• 3+ years of related industry experience
• Proven track record of exemplary service delivery
• Excellent language and communication skills

What We Prefer

• Technical and/or sales experience with dormakaba products and other access control products

Compensation

Hiring Salary Range: Base Salary $55,000 - $75,000 per year. Salary will be determined based on the applicant’s education, experience, knowledge, skills, and abilities, internal equity, and alignment with market data.

Benefits

• Medical, Dental, Vision, Life and Disability Insurance coverage options (No waiting periods)
• Medical Wellness Programs
• Vacation and Personal Time Off
• Parental Leave for Moms and Dads
• 401k Matching plan beginning on Day One
• Tuition Reimbursement Program
• Learn and Grow Program
• 24/7 access to over 15,000 LinkedIn Learning courses
• Employee Assistance Programs
• Voluntary Legal Insurance
• Unlimited Referral Reward Bonuses
• Corporate Discounts for shopping, travel and more

About the Employer

Dormakaba is a global provider in the access solutions market, enabling seamless movement within secure, safe, and sustainable places. With over 160 years of experience, the company supports organizations including schools, banks, airports, hospitals, hotels, and more through solutions ranging from automatic doors to cloud-based access management.