Technical Support Technician

Overview

Technical Support Technician – Fort Lauderdale, FL

This position is the technical expert of the After Sales department. They possess the comprehensive knowledge to perform all the duties of an Evolis Technical Support Technician and are experts in the Evolis product line. They will execute technical support, training, and documentation following the department's SLAs.

About HID

HID powers the trusted identities of the world's people, places, and things, allowing people to transact safely, work productively and travel freely. We are a high-tech software company headquartered in Austin, TX, with over 4,500 worldwide employees. Check us out here : www.hidglobal.com and https : / / youtu.be / 23km5H4K9Eo

Role context

Secure Issuance (SI)

Secure Issuance, part of HID Global, offers the world's broadest and most sophisticated portfolio of card printers, laser engravers, encoders and software. For more than 25 years, organizations across various industries have relied on HID Global Secure Issuance for the custom personalization and issuance of secure identity credentials and financial cards.

Responsibilities

• Managing RMAs.
• Providing email / phone technical support to Evolis Partners and end customers.
• Validating and processing of RMAs.
• Conducting warranty evaluation for credit of parts returned to Evolis.
• Preparing and sending intervention reports to customers (internal and external).
• Preparing and sending estimates for out-of-warranty repairs.
• Reporting technical / quality problems to R&D / Quality department.
• Following procedures to manage the inventory of spare parts.
• Following established protocols for After Sales technical support.
• Conducting product training for internal and external customers.
• Respecting SLAs established for support.
• Participating in test sessions.
• Recording findings, installations, upgrades, etc.
• Installing printer options / upgrades.
• Designing cards, encoding, and / or production.
• Preparing documentation of internal processes.
• Performing IT-related tasks as scheduled by France IT staff or the Support manager.
• Participating in IT projects for Ft Lauderdale and Providence Evolis locations.

Experience and Qualifications

What we can offer you

Why apply?

HID does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services. We are not responsible for any fees related to unsolicited resumes.

HID is committed to building a diverse, equitable, and inclusive workforce. As an equal opportunity employer, we welcome applications from individuals of all backgrounds. We evaluate applicants without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other legally protected characteristic. If you require accommodations during the application process or to perform essential job functions, please contact accommodations-ext@hidglobal.com.

We make it easier for people to get where they want to go!

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