Technical Support Specialist
2 days ago
Securing Identities, Enhancing Customer Experience
Entrust Datacard is a leading provider of identity-centric security solutions, empowering organizations to serve and safeguard citizens, employees, and consumers worldwide. We offer an integrated platform of scalable, AI-enabled security offerings that cater to the evolving needs of governments, enterprises, and financial institutions.
About the Position:
We are seeking a skilled Field Service Engineer to join our dynamic team. As the face of Entrust Datacard, you will provide expert technical support, ensuring the highest levels of customer satisfaction with our cutting-edge technologies. Your primary responsibilities will include:
- Customer Support & Maintenance: Providing comprehensive support, including troubleshooting, preventive and corrective maintenance, and installation of Entrust CI and DI systems, ensuring high customer satisfaction.
- Warranty & Quality Assurance: Managing warranty claims, conducting quality control checks, and ensuring adherence to service quality standards for all Entrust products.
- Technical Expertise & Collaboration: Building and sharing technical expertise, enhancing communication with partners, and providing technical support for parts and supplies sales.
- Software & System Deployment: Deploying and supporting Entrust software solutions for card printing machines and centralized personalization systems, and providing software installation assistance.
- Onsite Service & Reporting: Delivering daily onsite support as needed, and providing timely monthly reports on service activities.
- Business Development Support: Supporting service business development to secure the Entrust customer base and long-term revenue streams.
Your Qualifications:
- A minimum of 4 years of experience maintaining printing industry equipment.
- Diploma/Bachelor's degree in Electrical/Electronics/Mechanical Engineering or equivalent experience.
- Minimum 3 years of relevant working experience in mechanical electronics.
- Prior experience as a Service Engineer/Field Service Technician preferred.
- Experience with hardware maintenance of electromechanical equipment (e.g., ATMs, card personalization machines).
- Strong knowledge of Windows 10 operating system and networking basics.
- Proficiency in computer skills, preferably in an automation environment.
- Strong analytical and problem-solving skills.
- Willingness to develop a high degree of product knowledge.
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