Southeastern Technical Services Advisor

Job Description:Why The Role Exists: We aim to have a leading role in the unstoppable process of replacing mechanical keys with technology. We strive to incorporate our features and benefits into people’s daily lives . The Technical Services Advisor (TSA) role involves fostering strong partnerships, driving solutions implementations, training partners and resolving service tickets. We aim to achieve a competitive advantage by proactively responding to the changing needs of channel partners and end users. SALTO is known for creating, building, and delivering best-in-class products. The vision of our decentralized Area approach to executing our services with clients means we can get closer to the customer to gain stronger understanding of their needs and preferences through real human to human (H2H) relationships. Trusted and true client feedback is critical for us to make improvements and to continue developing new offerings and services that better meet our clients evolving needs and produce results for everyone. How is Salto North America organized? At SALTO NA, our team is structured into two types of working groups: Areas and Core Services. Areas are geographically focused and consist of a collection of Regions, which in turn include a collection of Territories. The purpose of Areas is to exceed customer expectations by leveraging personal knowledge and understanding of our clients and partners. We empower Areas to anticipate and proactively act in the best interests of our clients, fostering local activities that are driven by insight and understanding. Areas work in tandem with our NA Core Services Team, which serves as the foundation for their operations. The Core Services team provides resources, programs, and services to both the Areas and their clients across the United States and Canada. It encompasses consolidated administrative, HR, Learning & Development, and accounting functions, as well as Sales program management and Marketing. Additionally, the Core Services Operations team includes Logistics, Technical Services, and Product Management. To efficiently manage our work, we employ a four-layered approach. At the base is the production layer, which is overseen by the ensuring production layer. These layers are organized by the process & systems layer, and ultimately coordinated and prioritized by the strategy & integration layer. Each layer requires specific skills and attributes, and we actively encourage cross-training and lateral movement to foster skill development. As we operate in a rapidly growing environment, we highly value versatile team members who possess a diverse range of skills. What is a TSA: A Salto TSA not only offers a high level of Salto knowledge but also a high understanding of the different scenarios or ecosystems on which the system is deployed. Being an avid problem solver is a critical role for the TSA and they must be considered as a scheduled resource to be more preventive than reactive. A successful TSA will foster strong relationships with our partners. As a key member of the area team, they are instrumental if overall partner satisfaction. They will respond to tickets and engage in partner training to help ensure our partners are more successful. Additionally, a TSA needs to help expand the knowledge level of the TS Specialists. The TSA role involves fostering strong partnerships, driving solutions implementations, training partners and resolving service tickets. Additionally, they must work with the area sales team to be a proactive resource in caring for the top partners in the area. This involves providing personal, tailored assistance, support, training, and resources to ensure partners are well-equipped to sell and support Salto’s products and services effectively. The Vision the TSA Must Strive to Achieve: The TSA plays a critical role in supporting our channel partners. To be successful, the TSA needs to be hungry for knowledge and continually enhance their own skills and knowledge. They must be responsive to tickets, help to develop and train the TS Specialists, and work closely with the area sales team to align the partners' goals with Salto's overall objectives by understanding the strengths, weaknesses, and capabilities of each partner and ensuring the partner can implement and support the Salto products, services and resources. Closer to the Customer: A customer-centric perspective and building strong and collaborative relationships is essential. The TSA should foster an environment of mutual trust, transparency, and support with customers, internal stakeholders, and external partners. This includes effective communication, providing necessary training and resources, and regular engagement to address concerns and feedback. The TSA must solve problems before they happen by anticipating future needs and addressing them in advance. Preventing issues is always more effective than fixing them. Sustainable Growth: At SALTO, sustainable growth relies on everyone working together to achieve success. A successful TSA always asks why. Don’t accept anything at “face value” if it doesn’t make sense to you. Be curious and question what you don’t understand. Healthy, vigorous debate creates better, repeatable, Win-Win solutions. There’s no better question than “Why?” Never stop asking it as it will deliver results. While effort is appreciated, we reward and celebrate results. Set high goals, use measurements to track your progress, and hold yourself accountable for achieving those results. Fostering a Culture of Learning & Development: We aim to create a more engaged and motivated team that is better equipped to meet the challenges of a constantly evolving business landscape. Establishing shared objectives and incentives help us work toward common goals with our channel partners and end users. When all parties work towards common goals, it strengthens the partnership and motivates us all to perform better. Skills and abilities can be developed through hard work, dedication, and perseverance. We aspire to create a culture where teams are willing to take risks, learn from their mistakes, and strive for personal and professional growth together. Building the Brand: The TSA makes their mark through human to human (H2H) relationships, understanding and supporting partners strategies and helping them meet changing market demands. We honor our clients, partners, and each other in every interaction through respect, understanding and encouragement to be our best. We thrive by consistently delivering levels of service that match the excellence of our products and exceed others expectations. Cultural Expectations of a TSA: An effective TSA should demonstrate a commitment to ethical behavior and possess the ability to successfully work with others with diverse experiences and backgrounds. Cultural expectations shape the values and behaviors of our organization, and we prioritize values such as self-criticism, transparency, honesty, a desire to excel, ambition, closeness to the customer, collaboration, and passion. These values encourage us to be accountable for our actions, seek continuous improvement, and strive for excellence in all areas of our work. At SALTO, we emphasize the importance of respecting our clients, partners, and each other in every interaction and fostering a culture of learning & development through collaboration and transparency to achieve our goals. As a SALTO employee, effective communication skills are critical to your success. Here are some expectations around communication that you should strive to meet:Providing and Receiving Feedback: You are expected to provide constructive feedback to your team and colleagues regularly. You should also be open to receiving feedback from others, as this will help you to improve your skills.Conflict Resolution: You should be skilled in resolving conflicts with customers as well as within our team. This means being able to identify the underlying issues, actively listening to all parties involved, and working collaboratively to find a solution that satisfies all parties. Practice blameless problem solving. Apply your creativity, spirit, Information Sharing: With appropriate respect for confidentiality, share information freely. You are expected to be transparent and share information effectively across the organization. This includes keeping team members informed about changes in the organization, sharing updates on progress, and communicating expectations around projects and tasks. Information is one of our greatest assets. Find it, share it and use it.Clear and Effective Communication: You are expected to communicate clearly and effectively, whether it's through written or verbal communication. This means being concise, avoiding jargon, and adapting your communication style to the needs of your audience. Speak honestly in a way that movies the action forward. Make clear and direct requests. Say what you mean and be willing to ask questions, share ideas, or raise issues that may cause conflict when it’s necessary for team success. Address issues directly with those who are involved or affected.Active Listening: You are expected to be an active listener. This means being fully present during conversations, asking clarifying questions, and showing empathy and understanding towards others. Create space for team members to express themselves without judgment. Above all, listen to understand. Responsibility Snapshot of a TSA: Some of the typical duties of a TSA may include: Business Partners:Train new business partnersOne on one meetings (virtual and in person) with key partnersAbility to support all major platforms (SPACE, KS, Nebular, Gantner)Understanding of all typical hardware products and appropriate use cases Tech Services Support:Monitor, respond to, follow up on, and close tickets in queue. Assist TS team with “next level” support.Train TS Specialists to advance their knowledge. CRM (Salesforce):Maintain up to date records.Respond to, follow up on, and close tickets. Success Factors the TSA will be held accountable to: This role is held accountable for the following key results. Problem Solving - The nature of the problems presented or escalated to the TSA contain an unknown component by the fact that are caused or originated by the ecosystem in which the system runs and operates. Responsibilities are to identify and understand the problem, provide solution, and document same. Training Execution - Train new partners monthly. Engage with the RSMs to ensure existing partners have the support and knowledge needed to successfully represent Salto. Additionally, participate in i3T sessions and educational webinars as necessary.Scheduled Resource - Make yourself available monthly for key partner meetings as agreed to with the area sales team.Team Knowledge - Support and train assigned Technical Services Specialist to ensure they are growing in their learning and development.Sales Support - Email, phone, remote, and onsite support of the area sales team. Provide assistance on system architecture, integrations, new installations, and challenging scenarios.Market Functionality Awareness - Work with product management and marketing to distribute product updates and new product information into the channel. Recurring Commitments: Some of the recurring responsibilities of a TSA include but are not limited to:Daily ticket follow up and documentationWeekly activity in CRM to ensure Pipeline is updated for monthly reporting and projections.Providing direction to their assigned Technical Services Specialists.TSA will “attend” Monthly Meetings hosted by the Area Manager.Supervisor 1-2-1 Meetings: Participate in one-on-one meetings to receive and give feedback, review and set goals, discuss career development and problem solve. Meetings are held at the necessary cadence based on individual and company needs as determined between you and your supervisor.Departmental Meetings: biweekly departmental meeting participation to review results and align best practices as facilitated by your supervisor.Monthly Company Town Halls: The Salto NA Team comes together monthly to discuss and review current topics to include YTD and period financial performance, trends and initiatives across multiple departments and industry segments. We celebrate wins, spotlight individual acts and openly discuss challenges. Quarterly Business Reviews with internal and external partners and stakeholders.Domestic and International Travel: Periodic travel to meet with Business Partners (BP), End user engagement meetings, assist in trade shows. Performance Reviews: At SALTO, we value transparency and are committed to providing and receiving honest feedback. Open communication and dialogue around expectations are critical to everyone’s success. You can expect that as your initial probationary period expires, your supervisor will discuss topics that include an evaluation of current job performance, attendance, punctuality, adherence to company policies and procedures, and overall fit within the company culture. The review may also include discussions about your personal and professional goals and objectives. The review also serves as an opportunity for you to ask questions or provide feedback on your experience to date within the team. The overall goal of a probation period review is to determine whether we actually are a good fit together, and to identify any necessary actions that can help you succeed in your role with us. Upon the annual anniversary in your role, we conduct an annual review to provide feedback on job performance over the past year, to identify areas for improvement, to set goals for the upcoming year, to recognize achievements, and to discuss career development opportunities. Additionally, we use annual performance reviews to help to make informed decisions regarding promotions, raises, and training programs. SALTO Systems is a global leader in the development and manufacture of world-class hardware and software access control solutions for a variety of sectors: education, hospitality, retail, healthcare, residential, etc. SALTO revolutionized access control with the first stand-alone, battery-powered electronic lock; the SALTO Virtual Network (SVN) data-on-card technology; and the first wireless access control system that combined a stand-alone locking device with online, real-time capabilities – without wires or mechanical keys. SALTO is used in over 40,000 installations with 40 million daily users and has offices in 32 countries with a partner network that extends to every region of the globe. Powered by JazzHR iG0lWDcFNE