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Entrust Sr. Technical Product Support in Shakopee, Minnesota

Career Growth, Flexibility and Collaboration!

Entrust is dedicated to securing a world in motion by enabling trusted identities, payments, and data protection around the globe. Headquartered in Minnesota, we offer our colleagues the ability to work globally, in a flexible and collaborative environment. Our team makes an impact!!

The Company: Entrust relies on curious, dedicated and innovative individuals whom anticipate the future and provide solutions for a more connected, mobile and secure world. Entrust’s technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers.

We Believe: Securing identities is most effective when we value all identities. We are committed to ensuring that, through diversity and inclusion, the many voices that make up our communities are heard. From unconscious bias training for managers to global affinity groups that create connections both within and across our enterprise, Entrust expects and encourages all individuals to accept and respect one another. And, of course, to be themselves.

The Position: The Sr. Technical Product Support Specialist works with internal and external clients to answer technical inquiries and resolve escalated technical issues with Entrust’s Bureau Solutions products (MX, MXD, etc.). The incumbent also represents the service organization with new product development projects, and performs Lifecycle Management while performing the accountabilities detailed below and other duties as assigned.

  • We offer flexibility

  • We offer a diverse work environment

  • Futureproof your career with a job in information security

How you will make an impact:

Technical Product Support (60%)

  • Provides level III service support to internal and external clients globally

  • Responds to support requests from customers and provides timely updates to regional Service teams during weekly meetings

  • Works all customer problems to resolution and escalates to engineering for assistance when necessary

  • Diagnoses underlying cause of customer complaints or performance issues

  • Manages Field Change Orders (FCO) planning and roll-out

  • Accurately classifies the severity of Technical escalations and resolves Service Requests to meet targeted SLAs

New Product Development (20%)

  • 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 (20%)

  • Creates quarterly Product Health Report for assigned product(s) which includes Service Calls per Machine per Year, Mean Time to Repair, DOA analysis, and parts usage

  • Partners with Engineering and Manufacturing to analyze Service data to drive product enhancements which improve product performance

Qualifications:

  • Associates or B.S. Degree in computer science, information systems, engineering (software, mechanical or electrical) or equivalent experience.

  • Previous experience supporting Entrust Central Issuance equipment

  • Experience working with complex electro-mechanical hardware and companion software

  • Knowledge of MS Office products and related software programs

  • Ability to travel up to 15% with some international travel expected

  • Strong customer orientation and commitment to quality

  • Proven written and verbal communications skills

Why Should You Apply?

  • Leader in the security industry

  • Friendly, supportive & knowledgeable teams

  • Opportunities for on-the-job training

  • You’ll help secure identities!

For more information, visit www.entrust.com (http://www.entrustdatacard.com) . Follow us on, LinkedIn (https://www.linkedin.com/company/entrust/) , Facebook (https://www.facebook.com/DiscoverEntrust/) , Instagram (https://www.instagram.com/discoverentrust/) , and YouTube (https://www.youtube.com/channel/UCsSZJjR1jryt134rkhK5Mhg)

Entrust Corporation is an EOE/AA/Veteran/People with Disabilities employer.

#LI-RS

Recruiter:

Ruthie Strop

Ruthie.Strop@entrust.com

Entrust is dedicated to securing a world in motion by enabling trusted identities, payments, and data protection. Today more than ever, people demand seamless, secure experiences, whether they’re crossing borders, making a purchase, accessing e-government services, or logging into corporate networks. Entrust offers an unmatched breadth of digital security and credential issuance solutions at the very heart of all these interactions. With more than 2,500 colleagues, a network of global partners, and customers in over 150 countries, it’s no wonder the world’s most entrusted organizations trust us.

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