Senior Technical Support Engineer 5729

Full-time
HID Global
2019-06-11
Region: 
Eden Prairie, MN North AmericaUSEden Prairie, MN

Are you an experienced Senior Technical Support Engineer who likes responsibility? Customer focused team member? Are you the kind of person who would like to assist and support HID business development/sales personnel, channel partners, and end-users with all assigned HID products? If this is you, please read on and apply today!

HID Global powers the trusted identities of the world’s people, places and things. We make it possible for people to transact safely, work productively and travel freely. Our trusted identity solutions give people secure and convenient access to physical and digital places and connect things that can be accurately identified, verified and tracked digitally. Millions of people around the world use HID products and services to navigate their everyday lives, and over 2 billion things are connected through HID technology. We work with governments, educational institutions, hospitals, financial institutions, industrial businesses and some of the most innovative companies on the planet. Headquartered in Austin, Texas, HID Global has over 3,000 employees worldwide and operates international offices that support more than 100 countries. HID Global® is an ASSA ABLOY Group brand. For more information, visit www.hidglobal.com.

Essential Duties and Responsibilities:
• Resolves assigned HID product questions &/or problems by telephone, e-mail, remote sessions, and/or in person. The majority of support is provided via telephone and e-mail
• Acquire and maintain current knowledge of all assigned product offerings and technical support procedures in order to provide accurate solutions to customers:
o Attain level 3 knowledge of HID Fargo brand Printers - including Direct to Card (DTC), High Definition Printing (HDP) and Inkjet technologies
o Attain level 3 knowledge of HID Asure ID - card personalization software
o Attain level 3 knowledge of HID Fargo Connect - centralized, integrated card issuance solution
o Attain level 2 knowledge of Omnikey Encoders that can be installed in printers
o Attain level 2 knowledge of the different smart card encoding technologies supported with the Omnikey Encoders installed in printers
o Attain level 2 knowledge of Magstripe cards and encoding
o Attain level 1 knowledge of 125kHz cards and readers
o Attain level 1 knowledge of 13.56MHz cards and readers
• Level 3 knowledge of the above includes the ability to answer Pre-Sales, installation, and troubleshooting questions that include attempting to replicate or reproduce the issue the customer is contacting support for
• Troubleshooting includes product setup, installation of drivers, running test prints, collection of any logs or other data that may be necessary and escalation of issues to Level 4Tech Support and/or engineering as necessary to resolve customer issues
• Promote accurate features, benefits, value, and proper use of products when helping customers, providing a positive solution to customer problems and providing proper guidance to help the customer select the right HID product to solve their business need
• Provides feedback to engineering, operations and product management regarding product problems, enhancements, and customer requirements for new product features as requested
• Maintain accurate records of customer contact information, summary of customer interactions and problem resolution utilizing Salesforce CRM
• Additional administration of Salesforce CRM to include, but not limited to, trouble-tickets, FAQs, documentation, solutions and other content.
• Provides updates, status, and completion information to supervisor, issue tracking system, and/or users via Phone, e-mail or in-person communication
• Advise the customer, sales team, and any potential customers regarding the resolution of technical or engineering issues that affect sales, installation or utilization of any products and/or services provided by HID.
• Test product function, performance and operating characteristics for engineering & marketing to evaluate suitability for specific customer requirements
• Work with Engineering and Program Management to assist with CPOs and other special projects as assigned
• Assist in the creation and maintenance of technical support procedures.
• Attend product team meetings to represent the customer and Regional Technical Support to include Field Issue Triage, Service Pack Planning and New Product Planning
• Assist both Associate Technical Support and Technical Support Engineers with issues and escalations as needed

Required Knowledge / Experience:
• BA/BS degree in a technical subject, and/or 5 - 10 years of experience within ID Card Printing and/or Thermal Transfer Printing
• Must possess a minimum of four years’ experience in technical service and product support, preferably with ID Card Printers
• Must have excellent telephone/interpersonal/communication skills.
• Critical thinking and problem solving skills are a must

In addition, successful candidates will have the following profile:
• Experience working with Fargo brand ID Card Printers.
• Understanding of basic card types and functions
• Ability to quickly engage in situations, assess alternative courses of action, anticipate issue and implement programs and tactics to drive effective change to customers
• Ability to quickly comprehend and make decisions by analyzing data and reviewing technical documentation
• Must possess excellent planning and organization capabilities
• Must be able to work as part of both internal (within HID) and external (customer’s) team
• Will conduct and present themselves in a businesslike, professional manner and appearance at all times
• Familiar with various operating systems, such as Windows 7, Window 10, Linux, Mac, etc.
• Familiar with different Microsoft Server operating systems such as Server 2008 and newer
• In depth knowledge of Windows and application logging
• Knowledge of virtualization and the use of VM Ware
• Some experience with Relational Databases, SQL Server, MySQL and/or Oracle
• Must have experience with the operation and connection of network devices; hubs, switches, routers, etc.
• Experience with Saleforce CRM is a plus
• Proficiency in MS Office Products (Word, Excel, PowerPoint)
• Ability to communicate effectively in the English language verbally and in writing
• Basic understanding of Spanish or French Canadian is a plus
• Communication skills within various levels of the organization
• Must be legally eligible to work in the United States
• Travel and fieldwork including international travel, therefore employee must possess or can acquire a valid Passport
• Compliance to all relevant HID Global policies and procedures related to Quality, Security, Safety, Business Continuity, and Environmental systems

This position is based in Eden Prairie, MN. No relocation is available for this position. No phone calls or agencies please. If interested, please submit your resume by clicking on the ‘Apply button’ on the HIDGlobal.com career page.
HID Global is an Equal Opportunity Employer/Minorities/Female/Disabled/Veteran. If you have a disability which limits your ability to apply online, please contact us at [email protected] to submit your expression of interest in a position with our Company.