Technical Support Consultant

Job Description

Job Description

Job Summary :

Serve as a technical specialist for commercial door hardware applications, providing expert support to Hager Companies' internal teams, distribution partners, and the architectural community. This role includes delivering technical product training, assisting with product selection, and offering application guidance. Responsibilities also include supporting the launch of new products and delivering refresher courses across assigned product lines.

Duties / Responsibilities :

• Provide technical product support to distribution partners, end users, and internal sales teams via phone, email, and chat.
• Act as a technical liaison between Sales & Marketing, Customer Service, architects, owners, contract distributors, and other channel partners.
• Develop and maintain technical documentation including bulletins, installation instructions, and other support materials for use in catalogs and on the Hager website.
• Recommend and develop technical content for use by sales and customer service staff.
• Process product quality claims, coordinate replacement orders, and manage inspections of returned merchandise (RMAs).
• Provide competitive product cross-referencing using catalogs and websites to identify the closest Hager equivalent.
• Support Customer Service Coordinators by addressing order-related technical questions and assisting with escalated customer inquiries.
• Create quotes for modified or custom hardware solutions, including competitive product matching.
• Input keying requirements for basic key systems, including keyed-alike and master key systems.

Education / Knowledge : Bachelor's degree or equivalent combination of education and / or experience in other mechanical or electrical fields. AHC (Architectural Hardware Consultant) or EHC (Electrified Hardware Consultant) certifications are a plus but not required.

Experience : Three years of experience in a similar technical position (support or field), or in a customer service position working with product support. Experience does not have to be limited to the door hardware industry. Experience in other mechanical or low voltage fields will be considered (ex : HVAC, mobile electronics, Access Control, audio / video, Networking, appliance repair, computer / cell phone repair, etc.) Understanding of basic low voltage electricity and circuits / relays including electronics troubleshooting is a plus.

Skills : Excellent verbal and written communication skills. Strong public relations, public speaking, and presentation abilities. Proficiency wih Microsoft Office and general computer applications. Ability to manage multiple product lines and provide accurate application recommendations. Strong analytical, problem-solving, and organizational skills with a high level of attention to detail.

Physical Requirements : Normal office environment which requires the ability to sit, stand, walk, talk, hear, and see. May involve the ability to lift, carry, push, pull or otherwise move objects of up to 15 to 20 pounds, infrequently.

Affirmative Action / EEO statement : Hager Companies is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information, or any other protected characteristic under applicable law.

Work authorization / security clearance requirements : Hager Companies does not offer work authorization visa sponsorship for this position. Candidates must be legally authorized to work in the United States at the time of hire and maintain work authorization throughout the employment term. If you have questions regarding this, please contact Human Resources.