Sr Technical Product Support

Lead Field Service Technician

The Lead Field Service Technician will take a leadership role in both the field service team and the broader service organization. This individual is expected to be a proactive solution provider, playing a key role in resolving critical issues and ensuring the success of large-scale installations. Additionally, the technician will support the Area Service Manager (ASM) in enhancing the current service organization.

Responsibilities:

Project management:

• Manage large-scale installation projects.
• Engage in projects from the early stages and take full ownership through to customer acceptance.

Problem solving:

• Investigate serious and complex service cases with the team.
• Apply logical thinking to identify root causes and implement effective solutions.

Support ASM:

• Provide business data from the Service Report (SR) system and contract database (Oracle) upon request.

Dispatching:

• Assign the right technician to the right task or project on a daily basis to ensure efficient operations.

KPI Improvement:

• Analyze key performance indicators (e.g., utilization, parts cost, number of cases).
• Collaborate with the ASM to implement initiatives that improve KPI outcomes.

Hands-on Service Tasks (Approx. 30%):

• Handling tasks from standard procedures to high-level technical challenges.
• Act as a role model by demonstrating logical and structured problem-solving approaches.

Basic Qualifications:

• Basic Business English communication skill (TOEIC Score >600)
• Associates degree in Electronics or equivalent
• Bachelor's degree or higher required
• Minimum of 5 + years of electromechanical technician experience
• Proficient problem solving and troubleshooting skills
• Proficient with PC's, current operating systems and relevant software applications
• Willingness and ability to work flexible hours, assignments and travel (up to 80%) when required
• Ability to occasionally lift up to 32 kg
• Overtime is required as needed
• Must have a valid driver's license including insurability

Preferred Qualifications:

• With management experience
• Additional electromechanical technician or field service experience
• Proficient in electro-mechanics, digital electronics and software required to maintain Entrust Datacard and 3rd party products
• Skilled with tools and electronic test equipment
• Proficiency in Excel (e.g., VLOOKUP, Pivot Tables) is required
• A+ Certification and/or N+ Certification

At Entrust, we don't just offer jobs – we offer career journeys. Here is what you can expect when you join our team:

Career Growth: Whether you're a budding developer or a seasoned expert, we're invested in your professional journey. With learning-forward initiatives and exciting challenges, your growth is our priority.

Flexibility: Life is all about balance. Whether you're remote, hybrid, or on-site, we offer flexible options that fit your lifestyle.

Collaboration: Here, your voice matters. Our teams thrive on sharing ideas, brainstorming solutions, and working together to build a better tomorrow.

We believe in securing identities—but it doesn't stop there. At Entrust, we're passionate about valuing all identities. Our culture is built on diversity, inclusion, and respect. From unconscious bias training for our leaders to global affinity groups that connect colleagues across the globe, we're creating a community where everyone is encouraged to be themselves.

Ready to Make an Impact? If you're excited by the prospect of innovating, growing your career, and collaborating in a dynamic environment, Entrust is the place for you. Join us in making a difference. Let's build a more secure world—together.

Apply today!