Hardware Support Engineer – Access Control Systems

ASSA ABLOY Global Solutions; New Haven (CT); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Medical, Dental, Vision plans

401K with employer match

Corporate Discounts

Job summary

ASSA ABLOY Global Solutions in New Haven, CT seeks a Technical Support Specialist to deliver exceptional customer service via phone, email, and remote tools. The role sits onsite in New Haven, CT and involves troubleshooting hardware, diagnosing issues, and coordinating product replacements with engineering and quality teams.

You will gather customer data, analyze symptoms, and use standard processes to resolve problems, while maintaining strong communication and follow-up with clients.

Qualifications

• Bachelor's degree in mechanical/manufacturing engineering or related field.
• 3–5 years of applicable work experience.
• Excellent customer service skills and courteous professionalism.
• Unquestionable ethics with ability to handle confidentiality.
• Ability to act independently, take initiative, and drive tasks to resolution.
• Strong verbal and written communications skills.
• Strong organizational and multi-tasking skills.
• Demonstrated problem solving and analytical skills.
• Familiarity with mechanical or physical security products preferred.

Responsibilities

• Troubleshoot hardware and identify site-specific issues.
• Provide service and support to end-users using call distribution software.
• Interacting with customers to respond to inquiries about products and services.
• Gather customer information and determine issues by evaluating symptoms.
• Diagnose and resolve technical hardware issues.
• Create Customer Care Forms to initiate product replacement.
• Conduct customer site visits to troubleshoot or replace hardware.
• Research required information using available resources.
• Follow standard processes and procedures.
• Identify and escalate priority issues per Client specifications.
• Redirect problems to appropriate resource.
• Beta testing and reporting on new products.
• Use trouble ticket system for tracking issues and resolutions.
• Act as liaison between customers, quality, engineering, and manufacturing.
• Maintain prompt inter/intra-team communication.
• Work with equipment in the lab to determine root causes.

Skills

Troubleshooting hardware

Customer service

Verbal and written communication

Multi-tasking

Problem solving

Education

Bachelor's Degree in Mechanical or Manufacturing Engineering or related field

Job description

ASSA ABLOY Global Solutions in New Haven, CT seeks a Technical Support Specialist to deliver exceptional customer service via phone, email, and remote tools. The role sits onsite in New Haven, CT and involves troubleshooting hardware, diagnosing issues, and coordinating product replacements with engineering and quality teams.

You will gather customer data, analyze symptoms, and use standard processes to resolve problems, while maintaining strong communication and follow-up with clients.