Technical Field Representative

We are seeking a highly versatile and skilled individual to fill the role of a Technical Field Representative for our BFT brand, access products. https://www.bft-automation.com/en_US/

This position requires a unique blend of technical expertise, problem-solving abilities, excellent communication skills, and a passion for teaching others. The successful candidate will play a pivotal role in providing exceptional technical support to our customers, resolving on-site issues, and conducting training sessions both on-site and remotely.

• Technical support & internal product support by phone, emails, and web cases through Salesforce
• Provide step-by-step instructions to fix technological issues
• Travel to customer locations on-site to install, configure, and troubleshoot BFT products.
• Access instruction manuals to help users utilize their software or hardware properly
• Acquire and transfer product knowledge (wiring instructions, product specific functions) to sales managers and customer.
• Handle customer complaints provide appropriate solutions and alternatives within the set time limits and follow up to ensure resolution.
• Build sustainable relationships of trust through open and interactive communication by actively listening and asking the right questions
• Accurately gather and record customer information, issues, and solutions using Salesforce and other software
• Conduct trainings for customer and internal team in person and virtually
• Follow standard operating procedures to maintain a consistent number of open/closed tickets and ensure adherence to established service level standards
• Work with Technical Support manager to ensure and find solutions to more complex issues
• Perform other duties assigned by the Technical Support Manager

Requirements

Education/Experience:

• College or Bachelor’s degree and/ or proven career path to excellence in customer support
• Past experience in a technical support role or field service role
• Access control and Automation experience is an asset
• Tech savvy (Android, IOS, Smart Home Technology)
• Proficiency in Windows and Office 365 suite
• Fluent in Spanish and English language for speaking and writing

Qualifications:

• Mechanical/electrical aptitude and ability to use tools
• Knowledge of communication protocols is an asset (RS485, RS232, WiFi, etc.)
• Excellent written and communication skills, and ability to communicate to all levels of the organization and external customers
• Exceptional organizational skills and ability to prioritize, work with competing deadlines, and ability to adapt to change.
• Proven experience with problem solving skills to deliver highest level of service excellence
• Ability to work both independently and as part of a best-in-class team
• Self- motivated, ability to thrive in a fast- moving, and constantly evolving environment
• Enthusiastic about delivering an exceptional brand experience and passionate about customer satisfaction and loyalty
• Ability to multi-task, prioritize and manage time effectively
• Strong phone skills and active listening
• Accept constructive criticism and customer feedback regarding their experience
• Positive attitude, willingness to learn, team player, outgoing, patient, and genuine
• Experience with CRM systems and practices (Salesforce, SAP)
• Bilingual (Spanish/English) is a plus