EM/EAC Solutions Engineer – Customer 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 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.