Technical Support

About the role

Horton Pedestrian Access Solutions, a division of Overhead Door Corporation, serves a broad range of specialty door and access applications under the brands Horton Automatics, Won-Door, and Door Services Corporation. This role supports and assists both internal and external customers with technical and electrical information regarding Horton’s entire product line, providing technical solutions and directing customers on the proper products to meet their specific needs.

Responsibilities

• Respond to customer inquiries and document technical issues as the next level of escalation in Tech Support.
• Troubleshoot basic electrical and mechanical problems using wiring diagrams and schematics; recommend corrective measures.
• Recommend the proper product(s) to address specific customer needs and interact with customers to resolve inquiries and provide technical advice.
• Maintain accurate records of customer interactions and technical support cases.
• Improve customer service quality by studying and redesigning processes.
• Participate in installations and product evaluations.
• Provide feedback for product improvements and new product specifications based on customer insights.
• Understand regulatory standards in UL, ANSI, and AAADM that affect our products.
• Support senior technicians in evaluating first production units and make recommendations for improvement.
• Conduct software testing to validate functionality and gain knowledge of product operation.

Requirements

• Experience in power conversion, motion control, microcontrollers, transformers, circuit simulation, and analog/digital design.
• Strong knowledge of circuit theory, building wiring, and electro-mechanical systems.
• Familiarity with regulatory requirements (UL, ANSI, and AAADM standards).
• Skills in customer service, process improvement, decision making, and help desk experience.
• Positive, customer-focused attitude.

Skills

• Eagerness to learn and develop professionally.
• Ability to recognize sales opportunities while maintaining high-level technical support and customer service.
• Good communication and teamwork skills.
• Ability to ask clarifying questions and seek guidance when needed.
• Strong work ethic and attention to completing tasks accurately.
• Commitment to quality and continuous improvement.

Travel

Occasional travel (10%) determined by project activity and field product support, including international travel to Horton’s manufacturing plant in Mexico.

Work Environment

• Primarily office-based with exposure to manufacturing and testing environments.
• Use of standard office equipment and specialized diagnostic tools.
• Fast-paced, collaborative, and technically focused environment.

Physical Requirements

• Ability to sit or stand for extended periods.
• Manual dexterity to operate tools, computers, and testing equipment.
• Occasional lifting of up to 25 pounds.
• Visual acuity to read schematics, diagrams, and computer screens.