Automatic Door Systems Technical Support

Job DescriptionHorton Pedestrian Access Solutions, a division of Overhead Door Corporation, with two manufacturing locations, multiple service locations, and more than 200 value-adding distribution partners across North America, Horton Pedestrian Access Solutions addresses a broad range of specialty door and access applications under the brands Horton, Won-Door, and Door Services Corporation. Horton’s breadth of solutions enables architects to achieve their unique design vision, combining exceptional functionality and code compliance with elegant and flexible designs. Won-Door's innovative, life and property-saving products are installed hidden from view until automatically deployed when needed, making them an attractive, wide-opening fire and security solution for architects and building owners alike. Horton brand provides the broadest portfolio of automatic doors in the industry, which specialty applications for healthcare, security, and office buildings. Horton is looking for a Technical Support II candidate that supports and assists both internal and external customers with technical/electrical information regarding Horton’s entire product line. Works more independently, to provide technical solutions to customers. ResponsibilitiesThe responsibility of the Tech support Technician in this role is to support the installation of automatic swinging, sliding and revolving doors. Manual sliding doors and drive through windows also fall into the support scope of this role. This position will support the field installations technicians when they run into both mechanical, electrical and software issues that they do not know how to handle. The Tech Support Tech will need to be mechanically inclined, skilled in understanding how the controls, sensors and other electronic components interact with the system. The candidate will also need to have expert listening and communication skills in order to translate field problems into something logical that can be addressed and fixed.Respond to customer inquiries and document technical issues.Is the next level of escalation in Tech SupportTroubleshoots basic electrical and mechanical problems using wiring diagrams and schematics; recommend corrective measures.Interact with customers to process information, resolve inquiries, and provide technical advice.Maintain accurate records of customer interactions and technical support cases.Improve customer service quality by studying and redesigning processes.Participate in installations and product evaluations.Provide feedback for product improvements and new product specifications based on information gathered from customers.Understands the regulatory standards in UL, ANSI and AAADM that affect our productsSupport senior technicians in evaluating first production units to learn about the product and potentially make recommendations for improvement.Conduct software testing to validate the functionality of the software and to gain knowledge of how it works.QualificationsExtensive knowledge of Hortons product line, options, and replacement parts.Experience in power conversion, motion control, microcontrollers, transformers, circuit simulation, and analog/digital design.Strong knowledge of circuit theory, building wiring, and electro-mechanical systems.Familiarity with regulatory requirements UL, ANSI and AAADM standards.Skills in customer service, process improvement, decision making, and help desk experience.Positive, customer-focused attitude.Minimum of a High School Diploma/GED requiredWork EnvironmentPrimarily office-based with exposure to manufacturing and testing environments. Use of standard office equipment and specialized diagnostic tools. Fast-paced, collaborative, and technically focused environment.Physical RequirementAbility to sit or stand for extended periods. Manual dexterity to operate tools, computers, and testing equipment. Occasional lifting of up to 25 pounds. Visual acuity to read schematics, diagrams, and computer screens. As an EEO/Affirmative Action Employer all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status.