Hardware Support Specialist: Site Visits & Diagnostics

Jobtailor

New Haven (CT)

On-site

USD 60,000 - 80,000

Full time

14 days+

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Job summary

Jobtailor in New Haven, CT is seeking an experienced hardware support specialist to troubleshoot site issues and deliver high-quality customer service. You will handle end-user requests, perform site visits, and collaborate with engineering and quality teams to resolve problems.

The role requires a Bachelor's in Mechanical/Manufacturing Engineering, 3-5 years of experience, and strong communication and multitasking abilities.

Qualifications

Bachelor's Degree in Mechanical Engineering, Manufacturing Engineering or related field.
3-5 years of applicable work experience.
Excellent customer service skills.
Ability to interact in a courteous, helpful, and professional manner.
Unquestionable ethics and ability to handle highly confidential information.
Ability to act independently, take initiative, multitask, and drive tasks and issues to resolution.
Strong verbal and written communication skills.
Strong organizational and multitasking skills.
Demonstrated problem-solving and analytical skills.
Familiarity with mechanical or physical security products preferred.

Responsibilities

Troubleshoot hardware and identify site-specific issues.
Deliver service and support to end-users using automated call distribution phone software.
Interact with customers regarding product and service inquiries, concerns, and requests.
Gather customer information and evaluate symptoms to determine issues.
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 escalation priority issues per client specifications.
Redirect problems to appropriate resources.
Beta test and report on new products.
Use a trouble-ticket system to track issues and resolutions.
Liaise between customers, quality, engineering, and manufacturing personnel.
Maintain prompt and effective inter- and intra-team communication.
Work with laboratory equipment to determine root causes of issues.