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Sr Technical Product Support

Operations/Manufacturing/Customer & Technical Service
190000B5 Requisition #
Position Overview: 

The Sr. Technical Product Support Specialist works with internal and external clients to answer technical inquiries and resolve escalated technical issues with EDC’s Bureau Solutions products. The incumbent also represents the service organization with new product development projects, and will perform the accountabilities detailed below and other duties as assigned.


Technical Product Support (75%)

  • Provides level III service support to internal and external clients globally
  • Responds to inquiries and support requests from customers in a timely manner
  • Works all customer problems to resolution and escalates to engineering for assistance when necessary
  • Diagnoses underlying cause of customer complaints or performance issues
  • Manages Engineering Change Orders (ECO) and Field Change Orders (FCO) planning and roll-out

New Product Development (15%)                                                                                                                 

  • Acts as service team representative to assigned D5 New Product Development Core Teams
  • Leads all aspects of service readiness for new Bureau Solution products as the Service Functional Team Leader during the project development phases
  • Develops and manages detailed service readiness project plan
  • Partners with inventory control, training, technical publications, depot/repair, and regional service teams to ensure that all required service task are completed prior to product launch
  • Shares all relevant information from D5 New Product Development Core Teams in monthly report

Product Lifecycle Management (10%)                                                                                                          

  • Analyze service data to quantify product and parts performance by product
  • Report service data to engineering to drive product enhancements which improve product performance 

Basic Qualifications:
  • Associates or B.S. Degree in computer science, information systems, engineering (software, mechanical or electrical) or equivalent experience. 
  • Experience working with complex electro-mechanical hardware and companion software
  • Knowledge of MS Office products and related software programs
  • Ability to travel up to 25% with some international travel expected
  • Strong customer orientation and commitment to quality
  • Proven written and verbal communications skills
Preferred Qualifications:
  • Knowledge of project management tools and techniques
  • High level of mechanical aptitude. 
  • Ability to think analytically, solve problems, make decisions, and collaborate and work with a team
  • Ability to juggle competing demands and priorities while maintaining strong attention to detail
  • Experience supporting a global client base
About Entrust Datacard

Our growing company relies on curious, dedicated and innovative colleagues to anticipate the future and provide solutions for a more connected, mobile and secure world. Entrust Datacard technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers. Each year, our solutions secure billions of transactions — and every day, our technologies issue and manage more than 10 million secure identities. How do we do all of this? Together.


Join us. Together we’ll create solutions for a more connected, mobile and secure life.

For more information, visit Follow us on Twitter, YouTube and LinkedIn.


Entrust Datacard Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.




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