Technical Support Specialist

Title:                    Technical Support Specialist
Business Unit:     Medeco Security Locks
Location:              Salem, VA (on-site)
Department:         Technical Support
EEO Job Class:    Non-Exempt
Status:                  Full-Time
Reports To:          Technical Support Supervisor

Position Summary:
Are you passionate about technology and love solving complex problems? Join Medeco as a Technical Support Specialist and play a pivotal role in supporting our cutting-edge Intelligent Key Systems, including XT, CLIQ, Hybrid, and Key Cabinets, as well as mechanical lock cylinders. This dynamic position working with high security locking systems combines mechanical aptitude, IT expertise, and exceptional customer service skills to tackle hardware, software, and network-related challenges.  As a hands-on, tech-savvy professional, you'll thrive in an environment that values independence and proactive problem-solving. You'll provide critical support through phone, online, video, and remote login, as well as on-site fieldwork for customer installations, training sessions, and trade shows.  

Essential Responsibilities:

Technical & Customer Support:

• Diagnose and troubleshoot mechanical, electrical, and software issues with Medeco’s intelligent key systems via phone, email, video support, and remote login tools.
• Perform remote diagnostics on customer systems, including software setup, network configurations, and SQL database troubleshooting.
• Document, track, and resolve customer inquiries using tech support software.
• Offer guidance on installations, configurations, and troubleshooting for mechanical and electronic lock systems.

• Assist in technical sales presentations, providing expertise on product functionality and integration.

Product & System Expertise:

• Collaborate with engineering and product management to provide feedback for product improvements.
• Participate in product development meetings, ensuring field experience informs future designs.
• Assist in software testing and development for new product releases.

Documentation & Knowledge Sharing:

• Develop and maintain technical documentation, troubleshooting guides, and training materials.
• Provide internal and external training sessions on product operation, installation, and troubleshooting.
• Contribute to technical newsletters, FAQs, and customer updates.

The Most Competitive Candidates will have: 

• High School diploma or equivalent educations (required)
• Experience with IT systems, including software installation, data communications, and server configuration.
• Strong knowledge of Microsoft Windows operating systems, SQL databases, and network troubleshooting.
• Strong customer service and communication skills, with the ability to understand and explain complex technical concepts to users
• Experience conducting training events for customers or internal teams on technical products
• Experience in the lock, security, or access control industry
• Mechanically inclined with the ability to learn to diagnose and troubleshoot both mechanical and electronic components.
• Ability to work independently and take initiative without requiring constant oversight.
• Project management experience

Why Join Medeco?

• Work in a high-tech, hands-on environment where mechanical and IT skills intersect.
• Be part of an innovative team leading the way in intelligent security solutions.
• Enjoy the opportunity to train customers, support new technology, and contribute to product development.
• Experience a self-managed work culture that values independence and initiative.

     
We review applications regularly, so don’t hesitate, apply today!
Medeco is committed to providing equal employment and advancement opportunity (“EEO”) to all qualified persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or status as a disabled, other protected, recently separated, or Armed Forces Service Medal veteran.