Field Service Technician French Speaking A Plus (Remote)

ASSA ABLOY Global Solutions is part of the ASSA ABLOY Group, who are the global leader in access solutions. Every day, we reimagine how people move through a safer, more open world with ease. If you’ve ever walked through an automatic door, stayed in a hotel, or gone through passport control, you’ve probably used one of our products or services. We have operations in over 70 countries, with over 52,000 colleagues around the world.

Our expertise in customer journey mapping, innovation, and service design leads to the invention of new solutions that create value for our clients and exceptional experiences for their end users. And we have the fantastic opportunity available in ASSA ABLOY Global Solutions Hospitality Canada for a Field Services Technician.

At ASSA ABLOY Global Solutions Hospitality, our strength resides in our ability to strategically deliver leading-edge products and support to those we serve. In this competitive market, we’re proud to set the standard for success within our industry. To further promote and advance our business, we are seeking to add an experienced Project Manager to our team. This individual will help drive success by ensuring excellence in project delivery and adherence to customer centric practices.

Your Role in Keeping the Future in Safe Hands…

The primary duty of a Field Service Technician is to implement complex proprietary computerized access control systems, safes, related peripherals, and various hardware and software applications. This job requires a mix of soft personal skills along with deep technical knowledge paired with strong diagnostic skills. You will be responsible for establishing rapport and comfort with customers as well as deploying, monitoring, diagnosing, and repairing a large software suite with an even larger array of hardware types.

Duties and Responsibilities:

• Customer service-oriented approach with importance on understanding customer operation procedures
• Provide hardware and software solutions to solve customer access control scenarios
• Ability to travel week-to-week, 80% of the year
• Provide in person training to end users after system implementation
• Performing advanced troubleshooting on AAGS proprietary products and software
• Exercise professional judgment to discern customer concerns and needs for complex systems
• Provide feedback to property personnel and internal superiors on resolution/next steps
• Retrieve logs and provide detailed technical descriptions for bug reporting
• Work independently with little oversight or support in remote locations
• Collaborate with and support other departments as needed
• Available for on-call assignments on a rotating schedule basis
• Support and assisting AAGS certified contractors on-site and remotely
• Manage high pressure situations with a professional demeanor
• Provide high level end user support remotely or on-site
• Other duties and special projects as assigned

Skill Requirements and Performance Criteria:

• 5 to 7 years customer support or field technical experience
• Must be flexible with scheduling
• Ability to travel throughout Canada (drive and fly)
• Exceptional organizational skills
• Conscientious professionalism
• Excellent customer service skills
• Strong diagnostic/critical thinking skills
• Clear and concise written communication
• Understand Basic server / client relationship
• Understanding of user authentication and privilege controls
• DHCP and DNS in determining network identities
• Use of basic network troubleshooting tools (Netstat, Ipconfig, Wireshark)
• Basic low voltage systems (Voltage, Amperage, NO and NC contacts)
• Comfortable with multiple tools hand tools
• French is a plus

Preferred Professional Skills:

• Advanced knowledge of Windows, Windows server, VM OS and environments
• Strong knowledge of Apple iOS
• Strong knowledge of Android OS
• Strong knowledge of wireless signal and RF networks
• Familiar with IoT devices
• Comfortable with multi-meter (Voltage, Amperage)
• Previous technical/field support experience
• Ability to read floor plans and electronic wiring schematics
• Previous experience Service Now, Concur, and Microsoft Dynamics AX

Education/ Certificate:

• IT certifications
• Bachelor degree or work experience equivalent