Technical Support

Position Overview

We are a leading manufacturer of high-security products, specializing in the production of crash rated and high security fencing systems. We are seeking a skilled and experienced Technical Support Technician to join our team. In this role, you will be responsible for providing remote & on-site technical support, troubleshooting, and maintenance services for our high-security barrier and fence products.

• Manage the incoming call log of service issues, prioritize tasks, and respond to service requests promptly and efficiently.
• Conduct on-site visits to customer locations to install, maintain, repair, and troubleshoot high-security barrier and fence systems.
• Diagnose and resolve technical issues related to both active and static barrier products, including hydraulic-powered actuated barriers and electric-powered barriers.
• Utilize your expertise in Programmable Logic Controllers (PLC) to troubleshoot PLC-controlled systems, ensuring proper functionality and addressing any programming or communication issues.
• Collaborate with the engineering and technical support teams to identify product recalls, implement field retrofits, and execute product improvements based on customer feedback and performance evaluations.
• Provide technical guidance and support to customers during the installation and configuration of high-security fence products for Government, Military, and Power Utility applications.
• Conduct site visits and inspections to ensure product installations comply with specifications, standards, and safety regulations.
• Create detailed service reports, including documentation of service activities, findings, and recommendations for further action or improvements.
• Maintain accurate records of service activities, customer interactions, and equipment maintenance history.
• Other duties as assigned.

• Ability to read Electrical and Hydraulic Schematics.
• Ability to read Installation prints.
• Industrial Electro-Mechanical background preferred.
• Understanding of Programmable Logic Controllers programming software.
• Understanding of Mechanical drive systems.
• Background of Industrial Automation is a Plus.
• High school diploma or equivalent. Technical certifications or vocational training in a relevant field is preferred.
• Proven experience as a Field Service/Technical Support Technician, preferably within the high-security product industry.
• Strong technical background and expertise in mechanical troubleshooting, PLC systems, hydraulic systems (HPU), and electrical systems (EPU).
• Familiarity with ASTM F2656 crash rating standards and their application to high-security barrier products.
• Excellent general mechanical knowledge to troubleshoot field installation issues related to high-security fence products.
• Ability to interpret technical documentation, schematics, and engineering drawings.
• Effective problem-solving and diagnostic skills to identify and resolve technical issues in a timely manner.
• Strong customer service and communication skills to interact with customers and provide clear instructions and explanations.
• Ability to work independently, manage multiple tasks, and prioritize responsibilities effectively.
• Valid driver’s license and willingness to travel to customer sites as needed.