Carrier Application Engineer in Framingham, Massachusetts
United States of America
CALES: LenelS2 Framingham MA 1 Speen Street Suite 300, Framingham, MA, 01701 USA
Carrier is a leading provider of heating, ventilating, air conditioning and refrigeration systems, building controls and automation, and fire and security systems leading to safer, smarter, sustainable and high-performance buildings!
The Fire and Security Products group at Carrier develops a comprehensive product portfolio to protect buildings, people and assets; providing innovative security products that include advanced software and hardware, IP solutions, wireless communications, electronic locking systems and mobile applications, fire extinguishers, carbon monoxide and smoke detectors, and fire suppression systems. Among its leading brands are LenelS2, Supra, Onity, Kidde, Fenwal, and Marioff offering robust security and life safety systems, affordable, flexible lock and key management solutions, and fire safety equipment and systems.
Working as part of a growing pre-sales application engineering team, the ideal candidate will provide support to our certified system integrators and larger certified enterprise customers during the pre-sales requirement gatherings sessions. This includes but may not be limited to the support of new installations, take overs, complex solutions across multiple sites and geographic locations as well as custom API’s and conversion of systems from multi-tiered to single tiered or vice versa. The candidate will also manage through email, on-site visits or on-line meetings, our growing list of Strategic Accounts. This includes project deadlines, outstanding issues and prioritization of all requests. The candidate will also work with our other organizations on the escalation of reported issues or improvement requests. This includes Engineering, Technical Support, Product Management and Quality Engineering. Technologies supported include access control products, video monitoring systems and 3rd party integrations. You will join a growing and capable team whose mission is to provide an outstanding experience which is a critical cornerstone of the LenelS2 product and brand!
Our Application Team will provide problem resolution and technical diagnoses of reported issues and provide the necessary guidance and resolution or route them accordingly to other teams as necessary. Application Engineers work closely with our Global Sales team on day to day issues, answering requests and or quotes, information or attending meeting with their accounts.
Representatives will use a variety of software applications to connect to the customer’s system, connect to related LenelS2 components, examine sql database settings, and validate relevant network settings for LenelS2 devices communicating over the customer’s network. Working remotely is an option.
Responding to and taking ownership for incoming requests and phone calls from customers inquiring on the installation, setup, operational programming assistance, and ongoing management of our access control (SMS) and video management (VMS) systems.
Accurately process and record call transactions using a computer and issue tracking software.
Efficiently and effectively raise deeper technical issues to your supervisor and LenelS2 development as required to drive to resolution.
Offer alternative solutions where appropriate
Use LenelS2’s remote access capability to directly connect to the customer’s system and employ our rich software toolset to evaluate configuration and network questions posed by the integrator.
Follow up and make scheduled call backs to customers and Sales Team where necessary prior to closing the case.
Stay current with product information, changes and updates.
Assist engineering and product management by providing feedback from customers on bug fixes and enhancement requests and other discrepancies observed in the field with our hardware and software to constantly improve the functionality and flexibility of the LenelS2 product.
Integrator installation experience supporting competitive integrated access control and security platforms - card readers, motion detectors, strikes, maglocks, DSMs, alarm panels
Integrator installation experience supporting competitive video management systems including IP cameras, DVR and NVR systems from multiple manufacturers.
Excellent verbal and written communication skills. (writing sample required).
Working knowledge of SQL databases
Working knowledge of the Ubuntu Linux or related OS.
Working knowledge of Computer and Wireless Networks and the impact of device traffic, network latency, and bandwidth on system performance.
Extensive pre and post sales engineering support in application, design, proposal, deployment within Access Control, IP Video, VMS, IoT, Cloud, AI, networking & cyber security
Responsible for understanding scope/client needs and the development/delivery of vertical solutions
Handles client training onsite and remotely
Great Teammate who enjoys a fast-paced technical environment
Willingness to work occasional nights and weekends
Understanding of empathy towards our customer base
Ability to Travel. 15%.
Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.
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