Technical Support Representative


The Technical Support Representative is a Specialist who provides technical support for Vanderbilt / ComNet customers for defined areas.

Professional customer orientation and respective know-how about assigned security and Network products / systems are mandatory.

The role covers technical support by phone, written, remote service and on-site commissioning for Vanderbilt / ComNet customers (key accounts, installers, integrators, distributors).

Additional tasks are sales support, system & application support and product training.

Duties and Responsibilities include the following, but are not limited to:

  • Responsible and independent handling of technical support tasks with ownership mentality for customer requests. Follow respective workflows / processes and achieve defined targets
  • Professional hotline support with consistent, clear and understandable documentation in the hotline tool
  • Highest focus on customer orientation and professional communication to maintain / build up best customer relationship
  • Product related technical pre-sales consulting, project support and application assistance
  • Technical sales support to help Vanderbilt sales team on customer presentations
  • Delivery of internal and customer trainings: in-house and other locations
  • Provision of on-site specialist support and problem analyses
  • Field observation in terms of product reliability and quality. Delivery of feedback via Global Technical Services L3 as basis for regular Product Quality meetings together with PL and Sales.
  • Professional escalation management incl. managing of troubleshooting

Education and / or Experience:

  • Recommended minimum 3 years’ experience in the security industry as a technician or engineer: Intrusion, Access Control or IT-Network engineering (switches, fiber-optic converters, wireless transmission)
  • Preferable degree in technical study or equivalent


  • Know-how of Intrusion and/or Access Control products and/ or Network communications
  • Excellent problem-solving and communication skills
  • Customer oriented, ability to handle complex situations
  • Good planning skills – well-structured personality to work effectively and autonomously
  • Ability to prioritise, organise and manage multiple tasks with good judgement
  • Proven team lead experience beneficial
  • Genuine technical know-how and interest
  • Capability and ambition to provide professional training
  • Fluency in Swedish and English required, other Nordic languages preferable

Work Requirements

  • Some travel and fieldwork including international travel
  • Valid driving license