Technical Support Specialist
Job Description
Job Description
Deister Electronics USA, Inc. is a global leader in secure automation solutions, providing innovative RFID and security technologies to customers across industries. We are seeking a motivated and customer-focused Technical Support Specialist to provide first-line technical assistance to our clients and partners. This role involves troubleshooting hardware and software issues, supporting installations, and ensuring customer satisfaction through timely and effective solutions.
Key Responsibilities:
- Provide technical support via phone, E-Mail, and remote tools for Deister’s hardware and software products
- Diagnose and resolve technical issues related to RFID systems, access control, and software platforms
- Assist customers with product setup, configuration, and troubleshooting
- Document support cases, solutions, and customer interactions in the CRM system
- Collaborate with engineering and product teams to escalate and resolve complex issues
- Support field technicians and partners during installations and maintenance
- Conduct product testing and provide feedback to improve quality and usability
- Participate in training sessions and stay current on product updates and technologies
- Support Regional Sales Managers as the technical expert during sales calls and provide product demonstrations
- Diagnose and repair returned merchandise authorizations (RMAs) in a timely and accurate manner
- Prepare, configure, and test all technical equipment and demo units for trade shows, ensuring full functionality and readiness for on-site deployment
Qualifications
- Associate or Bachelor’s degree in Information Technology, Electronics, or a related field
- 2+ years of experience in technical support or a customer-facing IT role
- Strong troubleshooting skills with hardware, software, and networking
- Familiarity with Windows OS, networking protocols, and remote support tools
- Excellent communication and interpersonal skills
- Ability to work independently and manage multiple support cases
- Proficiency in using hand tools, power tools, and a voltmeter
- Experience with access control or RFID systems is a plus
Technical Skills – Desired but Not Required
- Security system installation experience (Access Control, CCTV, IDS, etc.)
- Experience working with PACS software (e.g., CCURE, Lenel, Genetec, Gallagher Security)
- Understanding of reader communication protocols (RS485, Wiegand, OSDP)
- Working knowledge of SQL database management
- Hand soldering skills
- 3D CAD design and 3D printing experience
Travel Requirements
- This role may require occasional travel to customer sites and tradeshows
- Ability to travel both domestically and internationally as needed
Company DescriptionAbout Us
Deister Electronics USA is the North American subsidiary of a worldwide, fast growing, leading edge technology manufacturer of secure automation solutions – for over 40 years. Based upon a core competency in RFID, the company’s electronic product lines span applications in physical access control; key & asset management; automated vehicle identification (AVI); textile management systems and guard & maintenance tour management systems
Company Description
About Us\r\n\r\nDeister Electronics USA is the North American subsidiary of a worldwide, fast growing, leading edge technology manufacturer of secure automation solutions – for over 40 years. Based upon a core competency in RFID, the company’s electronic product lines span applications in physical access control; key & asset management; automated vehicle identification (AVI); textile management systems and guard & maintenance tour management systems