Technical Support Specialist

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