Technical Product Specialist I

About the Role

Surelock McGill is looking for a Technical Product Specialist I to support our locking systems and ancillary door hardware. This customer-facing technical role combines product knowledge, quote and order accuracy, ERP documentation, troubleshooting, and field support.

The right candidate will be mechanically inclined, detail-oriented, comfortable communicating with customers, and eager to learn the assembly, operation, and application of Surelock McGill products.

Key Responsibilities

· Support Surelock McGill locking systems and ancillary door hardware through technical product knowledge, customer communication, and internal coordination.

· Assist with quote entry, sales order entry, product configuration, pricing accuracy, ERP documentation, and related customer-facing information.

· Review quotes, orders, product configurations, bills of materials, drawings, and routings for accuracy before release.

· Provide timely technical support to OEMs, distributors, customers, and end users regarding product application, installation, operation, and troubleshooting.

· Process active sales orders into work orders and support production by helping maintain accurate bills of materials and related product documentation.

· Document customer communications, technical findings, order changes, field support activity, and follow-up actions in the appropriate company systems.

· Escalate non-standard applications, pricing discrepancies, technical questions, field issues, customer concerns, and other high-risk items to the Technical Sales Manager or senior technical staff.

· Travel as assigned for installation training, troubleshooting, product adjustment, and field support.

What We Are Looking For

· Mechanical aptitude and the ability to understand how products are assembled, installed, and operated.

· Ability to understand basic wiring diagrams for access control systems.

· Strong attention to detail, accurate data-entry skills, and comfort working in ERP, CRM, or order-entry systems.

· Professional communication skills with customers, vendors, end users, and internal teams.

· Ability to calculate and understand pricing, discounts, percentages, margins, and related order information.

· Ability to recognize discrepancies or risk and escalate issues before quotes or orders are released.

· Proficiency with Microsoft Word, Excel, and PowerPoint.

· Valid driver’s license required.

Desired Characteristics

· Humble, respectful, receptive, and eager to learn.

· Transparent, candid, and constructive in sharing critical information.

· Focused, detail-oriented, committed, and able to prioritize work effectively.

· A practical problem solver who thinks critically and works toward useful solutions.

· Accountable for assigned work, follow-through, accuracy, and timely escalation.

Education and Experience

· Bachelor’s degree preferred; or 2-5 years of experience in technical support, product support, field service, access control, door hardware, manufacturing, sales support, or a related field; or an equivalent combination of education and experience.

· Experience with door hardware, access control, mechanical products, manufacturing, field service, or technical sales support is a plus.

Physical and Travel Requirements

· Must occasionally lift and/or move up to 40 pounds and assist with installation or adjustment of door hardware on doors of varying heights.

· Must be able to travel as needed for customer training, troubleshooting, product adjustment, and field support.

Why This Role Matters

Our customers rely on Surelock McGill for accurate technical guidance, responsive communication, and confidence that the products and systems we provide are correct for the application. The Technical Product Specialist I helps protect that standard through accurate technical information, complete documentation, and timely customer support.

Surelock McGill is an equal opportunity employer. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.

Pay: $60,000.00 - $72,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: In person