Job Title: Senior Product Specialist

dormakaba: ranked in the top 100 global tech leaders by Thomson Reuters!

https://www.thomsonreuters.com/en/products-services/technology/top-100.html

Company

The dormakaba Group is one of the top three companies in the global market for access and security solutions. The company is a single source provider of products, solutions and services related to doors and secure access to buildings and rooms. No matter where you are, if you need reliable and innovative access and security solutions, we will provide you high quality service – in hotels, shops, sports facilities, airports, hospitals, at home or in the office. Around the globe.

With over 16,000 employees worldwide (over 500 in Montreal), dormakaba is present in over 130 countries and has more than 150 years of experience. The dormakaba Group is headquartered in Rümlang, Switzerland, and generates annual revenues of over 3 billion dollars CAD.

dormakaba offers you a career not a job. Join us now and make a real difference in creating the next generation of products and services. Visit our website www.dormakaba.com

Summary

The Sr. Product Specialist holds a key role within the Lodging Project Services team. He / She loves to learn and understand how things work and interface together. Enjoys teaching and is a trusted resource to internal and external clients that rely on his / her expert advice and intervention to support the implementation of our systems and provide world class customer experience.

Accountabilities

• Work with the Technical Support teams, Product Mgmt, and Eng teams and stay up to date on features, reported issues, and interface. Both hardware, electronic and software systems
• Contribute to the accuracy of technical product training, training guides, and online material
• Collaborate with ENG, QC, L2/L3 TS if required to test and reproduce reported issues
• Produce clear, and professional reports summarizing findings and recommendations following field visits or inhouse cases. [CRM, Field Report, Beta report, Installer Quality Audit ...]
• Lead onsite and remote “Train the Trainer” and “End User” training sessions
• Perform remote / onsite installations of software systems and updates
• Help improve the LGS Certification Program and dormakaba Staff/Partner product knowledge
• Conduct installation audit visits and ensure Certified Installer guidelines are respected
• Support the Project Coordinator with technical escalations that may arise on projects
• Support the “installer hotline “with questions that may come up during installations
• Handle incoming calls from field technicians, certified installers / integrators
• Travel to client sites mainly in Canada-USA. Frequency will vary. Up to 70% during peak demand months
• All other tasks related to the position.

Requirements

• Technical University / College degree is preferrable. Otherwise, work experience will be considered.
• Minimum 2 years experience in a support role, either in a call center or field service
• Excellent communicator and presentation skills in English, able to break down complex information and provide training to novice users. French, Spanish, and other languages is a plus
• Active listening and superior customer service skills combined with sound logic to help make a quick determination on best course of action to resolve a technical issue
• Microsoft Server / Client Operating Systems / SQL Server databases / Microsoft Networking Fundamentals
• Previous training / teaching experience will be considered as an asset
• Experience with Access Control, Alarm Systems and related software is desirable
• Good understanding of IT, networking, switch & router configuration
• Knows how to provide the best experience to internal and external clients, on the phone and in person
• Must be highly organized, and able to track open tasks/cases for follow up until properly closed
• Able to use basic power tools to install / service product at client sites
• Previous experience as Crew Lead / Sr. Field Tech will be considered a strong asset
• Maintain professional appearance. Share our values and adhere to dormakaba code of conduct.

We offer

• A fast-growing international company
• A stimulating, fast and friendly work environment
• An opportunity to highly contribute to the success of the company
• Competitive global compensation
• Free parking and on-site cafeteria
• A 3-minute walk from Namur metro station.
• Free Access to LinkedIn Learning

Job Types: Full-time, Permanent

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: Hybrid remote in Montréal, QC H4P 2G7

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