Application Engineer/ Technical Support

Traka (Assa Abloy); New Haven, Northern (CT, KY); Hybrid; USD 85,000 - 115,000; Full time

Job summary

ASSA ABLOY in New Haven, CT seeks an end-user centric Application Engineer to be the first line of technical support for Electro-Mechanical and Electronic Access Control products. You will resolve escalations, educate customers, and review schematics while collaborating with cross-functional teams to deliver timely solutions.

The role requires a Bachelor's degree in a related field, hands-on electronics experience, and a strong customer-centric mindset.

Qualifications

• Bachelor's degree or higher in Mechanical Engineering, Computer Science or related field is required.
• Hands-on experience working with electronics or hardware.
• Strong critical thinking and decision-making abilities.
• Excellent teamwork and customer-centricity, with cross-functional collaboration skills.

Responsibilities

• Deliver timely and precise feed to customers.
• Ensure resolution of issues within stipulated timeframes.
• Review electronic schematics and apply to troubleshooting products with customers.
• Prioritize and manage multiple concurrent tasks.
• Engage with customers to address inquiries and fulfill requests regarding products & services.
• Facilitate seamless communication across teams and departments.
• Proactively expand expertise through self-directed learning.
• Adhere to protocols and escalate unresolved issues when needed.
• Collaborate with teams to gather information, evaluate solutions, and resolve escalations.
• Maintain detailed records of escalated cases in MS Dynamics.
• Identify opportunities to improve customer experience and provide feedback for improvements.

Skills

Electronics/hardware experience

Critical thinking

Organizational skills

Teamwork / customer-centric

Cross-functional collaboration

Customer service mindset

MS Dynamics

Education

Bachelor's degree in Mechanical Engineering, Computer Science or related field

Tools

MS Dynamics

Job description

ASSA ABLOY is seeking an end user centric Application Engineer who will act as the first line of technical support in navigating customer product challenges.

You will work to solve escalations while educating our customers behind Electro-Mechanical (EM) and Electronic Access Control (EAC) product lines, while striving to elevate every interaction into a seamless experience.

This position will sit onsite full-time in New Haven, CT and report to Manager EAC and Technical Support.

What you will be doing

• Deliver timely and precise feed to customers.
• Ensure resolution of issues with stipulated timeframes.
• Review electronic schematics and apply to troubleshooting products alongside our customer base.
• Effectively prioritize and manage multiple concurrent tasks.
• Engage with customers to address inquiries/concerns and fulfill requests regarding products & services.
• Facilitate seamless communication across teams.
• Demonstrate proactive initiative in expanding expertise through ongoing self- directed learning.
• Adhere to established protocols and procedures, including the escalation of unresolved issues.
• Collaborate with different teams and departments to gather information, evaluate potential solutions, and determine appropriate actions to resolve escalations.
• Maintain accurate detailed records of escalated cases, including actions taken, customer interactions and resolutions achieved using MS Dynamics.
• Identify opportunities to enhance the customer experience and provide feedback to drive improvements.

What we are looking for

• Bachelor's Degree in Mechanical Engineering, Computer Science or related field of study required.
• Must have hands-on experience working with electronics or hardware.
• Strong critical thinking and decision-making abilities.
• Good organizational skills, creative ability, and attention to detail.
• Excellent track record in teamwork and customer centricity.
• Experience working with cross-functional teams and customers.

Preferred Skills

• Technical understanding of Electro-Mechanical and/or Electronic Access Control products preferred.
• Experience in reviewing technical content preferred.
• Access control, WIFI, Network and Lock Hardware Industry experience preferred.

What we offer

• We are passionate about providing amazing opportunities and benefits, so that you can enjoy a lifelong career with us.
• Continuous professional development opportunities and an environment that fosters internal growth and mobility.
• Competitive compensation and benefits package which includes multiple healthcare options, tuition reimbursement, and matching 401k.
• Generous holiday schedule and paid time off to refresh and recharge.
• Employee pricing on our products and discount programs for travel, entertainment, and more!

About us

We are the ASSA ABLOY Group Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 63,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces - physical and virtual - safer, more secure, and easier to access. As an employer, we value results - not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions - supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it's important to us to have diverse, inclusive teams, and we value different perspectives and experiences.