Customer Solutions Engineer at SECURAM… · Newbury…

Customer Solutions Engineer

About SECURAM Systems, Inc.

SECURAM Systems, Inc. specializes in electronic security products, including electronic safe locks, access control systems, and smart home security solutions. We serve residential customers, commercial businesses, and financial institutions worldwide. Our product lineup includes high-security safe locks for residential and commercial use, including banks and ATMs, biometric door locks, and connected smart home devices.

Position Summary

The Customer Solutions Engineer is responsible for managing customer projects from initial planning through deployment and ongoing support. This role works closely with customers and internal teams, including Sales, Engineering, and Product, to ensure successful system installation, configuration, and adoption. The ideal candidate combines technical troubleshooting skills, project coordination, customer service, and communication abilities.

Key Responsibilities

• Project Management: Develop project timelines, coordinate deployment activities, and collaborate with Sales, Engineering, and customers to ensure projects are completed on schedule.
• Customer Support: Respond to technical inquiries, troubleshoot system issues, and manage customer concerns through resolution.
• Installation and Implementation: Install, configure, and deploy software and hardware systems at customer sites or remotely.
• Customer Training: Conduct product demonstrations, provide technical training, and guide customers through system functionality and best practices.
• Cross-Functional Collaboration: Serve as the liaison between customers and internal Product and Engineering teams, communicating feedback, technical issues, and feature requests.
• Technical Documentation: Create and maintain installation guides, troubleshooting procedures, issue reports, FAQs, and other customer-facing technical documentation.
• Travel Requirements: Travel within the assigned sales territory as needed to support customer installations, training, deployments, and other on-site activities.

Required Skills and Qualifications

• Strong technical troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Effective project coordination, organization, and time-management abilities.
• Ability to explain technical concepts to customers with varying levels of technical expertise.
• Ability to work independently and collaboratively across multiple departments.
• Willingness to travel to customer locations as required.

Preferred Qualifications

• Experience with both software and hardware is strongly preferred; we’re looking for candidates ready to take on the challenge of working across both areas.
• Software: Experience installing and configuring Windows/Linux systems; working with basic networking (IP addressing, Wi-Fi, and firewalls); using SQL; or scripting (Python or similar).
• Hardware: Experience installing electronic locks, access control systems, security systems, or IoT devices; reading wiring diagrams; and updating device firmware.
• 2+ years of experience in project management, customer support, or a technical field role.
• Bachelor’s degree in engineering, computer science, or a related field, or equivalent experience.
• Ability to speak Mandarin Chinese.

Key Competencies

• Customer relationship management
• Technical support and troubleshooting
• Project and deployment coordination
• Software and hardware implementation
• Product training and demonstrations
• Technical writing and documentation
• Cross-functional communication

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed, and will be required to take on other duties as assigned.

Pay: $70,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person