Service Technician – West USA

‘Be part of an innovative forward-thinking company’

Who We Are:

Originally, the manufacturer of one of the world's first electronic key management systems in 1994 - we are now the global leader in innovative technology for sophisticated, intelligent key management systems and locker solutions. We operate in a wide variety of markets such as Healthcare, Education, Commercial Enterprise and Critical Infrastructure, Government, Hospitality 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.

Traka became part of ASSA ABLOY in April 2012, who are a more than 8 billion Euro organisation and the global leader in access solutions. Every day we help people feel safe, secure and experience a more open world. ASSA ABLOY products can be seen and used everywhere you go in your daily life from brands such as Yale, Chubb and HID.

With its continued rapid growth, in January 2019 Traka became part of the Global Solutions division of ASSA ABLOY which allows Traka to grow further globally, and leverage group developments, including Cloud technologies.

We are always looking for diverse, talented, energetic people with integrity and the desire to succeed. We are an equal opportunity employer offering competitive salaries and benefits in a team environment where you can freely speak across teams and departments to seek help and guidance.

Working for Traka means that you will be part of an agile environment, with innovative solutions to improve our customers' lives.

Your Opportunity:

Become a valuable member of our Service Team making a genuine, positive impact in the lives of our customers. Execute service maintenance of Traka technology solutions in accordance with customer SLA’s and contracts including system hardware service & installation, software upgrades and application training to customers and partners predominantly within the United States. Travel up to 70% predominantly within the western region of United States with occasional international travel required for global projects or company educational seminars.

This is a customer facing role and requires the highest level of customer service at all times.

The role will perform responsibilities in accordance with all company standards, policies and procedures.

When not in the field, this will be a work from home position. A suitable, dedicated office space for working and storing Traka equipment will be necessary to perform job functions.

Who You Are:

You are motivated, passionate and curious about solving real-world problems through technology solutions. A strong communicator who is fanatical about customer service understanding how crucial it is to ensure a system is expertly deployed and maintained without cutting corners to ensure a maximum return on investment for the customer. You take great pride in your work and the details, are comfortable working unsupervised in a customer facing role and engaging with different people on both technical and non-technical levels. You enjoy travel and sightseeing.

Functional Competencies:

• On-site service and installation of electronic key & equipment management system hardware at customer locations within North America, with occasional international travel as required.
• Emergency break-fix repair and planned preventative maintenance at customer locations in accordance with customer SLA’s and contracts.
• Upgrade and service of embedded system software, web (browser) and desktop applications and Microsoft SQL Server databases.
• Provide remote technical services to customers as may be required by a project utilizing a variety of tools including Microsoft Teams, Teamviewer and WebEx tools.
• Ensure all returned or defective parts from the field are processed and documented accordingly in the system.
• Hardware and application training to end customers, certified partners, and authorized installers.
• Read and interpret blueprints, diagrams, submittals, specifications, software/systems programs, schematics, and operational/product manuals.
• Ensure that systems are serviced, installed, and tested in accordance with Traka guidelines, requirements and both US and state laws.
• Operate to safe working practices and instructions complying with H&S, including both Traka and customer site policies.
• Work closely and collaboratively with Service Management communicating effectively, updating assigned tasks, and reporting any issues that occur in the field that could impact the service deadline.
• Complete all service forms, reports and documentation and maintain CRM and service systems in accordance with service management policy.
• Perform other duties as assigned by the Manager from time to time.
• Prepare and present a short “feedback from the field” presentation at quarterly team meetings to help drive continuous improvement for our people, plans and processes.

Essential skills:

• A fanatical passion for customer service and excellence.
• Excellent communication skills with the ability to communicate at different levels within an organization and train end users on software applications.
• Curious nature and problem solver adopting a “hands on” approach.
• Excellent diagnostic and fault-finding skills in electronics and software
• Experience with business application software package installation, configuration and setup.
• Basic working knowledge of Ethernet IP networks and communications.
• Basic knowledge of electronic hardware and wiring with practical experience using tools such as a multi-meter for testing voltage, continuity etc.
• Experience with simple tools such as screwdrivers, wire cutters, crimping tools and power drill for hardware installation and servicing.
• Good written and Oral English skills.

Desirable skills:

• Knowledge and practical experience operating as a service technician in security technology e.g. access control, fire alarm or other building management. systems that comprise of hardware and software.
• College degree in a technical field.
• Basic knowledge of Microsoft SQL Server.

We are looking for bright, motivated, and passionate people to join our team.

Physical Requirements

• Normal, corrective vision range; ability to see color and to distinguish letters, numbers and symbols.
• Frequently required to sit, stand, walk, talk, hear, bend and reach.
• Ability to reach with hands and arms.
• Ability to lift, push and pull up to 75lbs regularly.
• Ability to work on your feet for 8 hours per day
• Ability to load and unload trucks as required
• Ability to travel and sit on a plane or car for extended hours

Benefits

Eligible after 90 day probation period

• 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

Job Type: Full-time

Pay: From $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: On the road

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