Career Growth, Flexibility and Collaboration!

Entrust is an innovative leader in identity-centric security solutions, providing an integrated platform of scalable, AI-enabled security offerings. Headquartered in Minnesota, we offer our colleagues the ability to work globally, in a flexible and collaborative environment. Our team makes an impact!!

The Company: Entrust relies on curious, dedicated and innovative individuals whom anticipate the future and provide solutions for a more connected, mobile and secure world. Entrust’s technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers.

We Believe: Securing identities is most effective when we value all identities. We are committed to ensuring that, through diversity and inclusion, the many voices that make up our communities are heard. From unconscious bias training for managers to global affinity groups that create connections both within and across our enterprise, Entrust expects and encourages all individuals to accept and respect one another. And, of course, to be themselves.

The Technical Support Specialist works with customer engineer, dealers, distributors and end users to diagnose troubleshoot and resolve technical issues with Entrust hardware and software products.  The Technical Support Specialist will perform the accountabilities detailed below and other duties as assigned.

Responsibilities:

Technical Support                                                                                                                                           50%

Act as point of escalation for technical issues that customer engineers/on-site technicians are unable to solve

High availability for customer / distributors contacts to ensure timely and accurate response to all inquiries.

Based on Contracts Utilizes phone, email and remote connections and site visits to investigate customer issues

Diagnoses underlying cause of customer complaints, performance or quality issues

Works all customer problems to resolution which may be one or many of the following:

Identifies and arranges for and installs replacement parts/Software

Adjusts system set up to return product performance to standard levels

Escalates issue to engineering through Escalation process

Installation/Implementation                                                                                                                           30%

Ensure that system works as contractually agreed at customer site

Managing and leading preparation to install Machines and software thru distributors

Perform installation Hardware and software in customer site successfully

Required to successfully run standard test cards

Required to ensure system is fully operational for customer production including hardware, software and supplies

Marketing & Pre-Sales Support                                                                                                                       20%

Stages equipment to be used at trade shows, this requires some lifting.

Attends trade shows to set-up, test and run equipment on-site

Responds to customer, distributor or sales person inquiries to provide general product information or answer questions about product compatibility

Responds to Service Requests from Entrust distributors

Update product installed base and quality issue

Growth Service revenue (HMA/SMA/Parts).

Basic Qualifications

5+ years experiences working with complex electro-mechanical hardware and/or companion software

Experience with Technical service on Mid or big size machines by direct and indirect

High responsibility for given or planned tasks

Knowledge of MS Office products and related software programs

Travel is required up to 50% of the time, some international travel is expected. Must be able to travel on short notice.

Preferred Qualifications:

B.S. Degree in Engineering (Mechanical or electrical).

Experience in Card personalization system or similar systems

Ability to think analytically, solve problems, make decisions, and collaborate and work with a team

Strong customer orientation and commitment to quality

Ability to juggle competing demands and priorities while maintaining strong attention to detail

Proven written, verbal communications and presentation skills in English and Korean.

Experience supporting a global client base

Self-motivated and result oriented team player.

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For US roles, or where applicable:

Entrust is an EEO/AA/Disabled/Veterans Employer

For Canadian roles, or where applicable:

Entrust values diversity and inclusion and we are committed to building a diverse workforce with wide perspectives and innovative ideas. We welcome applications from qualified individuals of all backgrounds, and we strive to provide an accessible experience for candidates of all abilities.

If you require an accommodation, contact accessibility@entrust.com.

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