Position: Customer Service + Technical Support Representative
Reporting to the Office Manager, the individual occupying this position will play a critical role in providing essential service and support to both customers and internal teams. This role provides a balance of technical expertise, customer support, and system management, allowing you to directly impact the success of our projects while ensuring exceptional service to system integrators, locksmiths, and professional end users.
In this role, you will:
• Provide Customer Support & Technical Assistance: Offer pre- and post-sales support to customers and internal teams regarding orders and requests. Troubleshoot technical issues remotely and resolve product/system problems efficiently.
• Manage Keying & Coding Systems: Design, plan, and maintain master key systems using specialised software such as Promaster to ensure compliance with security protocols.
• Handle Specialised Keying Requests: Process specially keyed orders for both residential and commercial markets, including adding new codes and re-coding keys to meet specific customer needs and maintaining strict access control protocols.
• Maintain System Records: Ensure proper documentation of key orders, codes, and system configurations to maintain security integrity for restricted and electronic key systems.
• Inbound & Outbound Communication: Handle inbound calls and emails related to product requests and pricing and ensuring proper follow up with customers to ensure satisfaction.
• Collaborate Across Teams: Work closely with internal departments to address customer needs and ensure alignment with security standards across the organization.
To be successful in this role, you will need:
• Attention to Detail: Precision is critical in coding and managing restricted or high-security key systems. You must be meticulous and vigilant to ensure system accuracy and security.
• Problem-Solving Skills: Strong analytical skills with the ability to identify issues, determine root causes, and implement effective solutions efficiently.
• Customer Service: Exceptional communication skills in both English + French to interact with customers, answer inquiries, and provide technical support to non-technical audiences.
• Collaboration Skills: Ability to work effectively with internal teams (sales, accounting) to ensure smooth system integration and project execution.
• Security Awareness: Strong understanding of security protocols and the importance of confidentiality in managing restricted access systems.
• Organisational Skills: Ability to prioritise tasks, manage multiple projects simultaneously, and handle customer inquiries in a timely manner.
• Security clearances, both Federal and Provincial
We are the ASSA ABLOY Group
Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 63,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access.
As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.
As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.
