POSITION OVERVIEW

dormakaba is seeking an Installation Technical Support specialist based in Montreal, QC. This role serves as the primary point of contact for installers encountering technical challenges during the installation process. Key responsibilities include providing step-by-step guidance to installers, remotely troubleshooting technical issues, and ensuring customer satisfaction through clear communication and comprehensive follow-up support.

• Assist the Manager in leading, coaching, and developing the installation team to enhance overall performance and technical capabilities.
• Respond to technical inquiries from external and internal installers and customers via telephone and email during normal business hours, providing timely and accurate solutions.
• Diagnose and resolve technical issues of low to moderate complexity related to hardware, software, and network connectivity. Process orders for missing installation parts and coordinate replacements for incorrectly shipped components.Maintain comprehensive documentation of all installer interactions in the Technical Support Database. Escalate unresolved or complex technical issues to higher-tier support teams or engineering departments when necessary.