Technical Support Engineer
Sensormatic Solutions is a global leader in smart solutions for the retail sector. It helps brands and retailers make more accurate decisions using advanced technology and real-time data on inventory, customer behavior, and store operations.
What will be your role?
This position is responsible for providing Technical support for our customers at Sensormatic installed at their sites across distinct countries in EMEA. The position will be part of a Tech Support Team responding to case management and remote support of technicians providing on-site assistance to open cases along with visiting customer’s premises if needed.
This role also includes ownership of incident triage, incident resolution, SLA achievement and improvement of customer experience. A closed loop process is followed for providing customers with a timely resolution to incidents and status updates on their service requests within the committed SLAs.
What will your responsibilities be?
- Ticket management of incident cases from the customer and provide them with feedback of the status of the tickets.
- Troubleshooting on raised cases.
- Running remote proactive/preventive maintenance routines.
- Provide technical assistance to field technicians on security products via phone, email, or messaging system.
What profile do we need?
- Bachelor of Science in Computer Information Systems or equivalent.
- Minimum 3 years in a customer facing technical support environment with experience required in all or most of these technologies: RFID, CCTV, Traffic analytics, EAS, Networking. Experience in CCTV (IP) and/or Networking.
- Intermediate level English. Other languages will be a plus.
- Good communication, customer orientation and autonomy in daily work.
What do we offer?
Johnson Control offers an attractive remuneration package according to your qualifications and experience. You will be able to enjoy an attractive package of social benefits such as life and accident insurance, and the possibility of opting for Flexible Remuneration.
In addition to our salary policy, job stability, continuous training, the possibility of professional development, and an excellent working environment are part of our employee benefits package.
By working with us you will be part of a general company, which embraces diversity, rewards a job well done and inspires people to achieve their best. In an environment that is constantly evolving, we will lay the foundations for you to develop a career path that is as unique as you are.
This announcement is written with impartiality and non-discrimination based on gender, race, ideology or any other reason in mind. Specifically, it takes into account respect for the laws in force on gender equality between women and men (Law 3/2007). The company is committed to equal opportunities in accordance with its policies and standards of conduct.
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