Onsite Tech Support Specialist – Manufacturing & Security

Traka (Assa Abloy); New Haven, Northern (CT, KY); Hybrid; USD 60,000 - 80,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401K with employer match

Corporate discounts

Job summary

SARGENT, a leader in locksets and access control, seeks a Technical Support Specialist in New Haven, CT to deliver exceptional customer service by phone, email, and remote support tools. You will diagnose hardware issues, guide customers, and coordinate with engineering and manufacturing to resolve problems.

The ideal candidate holds a mechanical/manufacturing engineering degree with 3–5 years of relevant experience, strong communication, and a commitment to confidentiality.

Qualifications

• Bachelor's degree in Mechanical or Manufacturing Engineering.
• 3–5 years of applicable work experience.
• Excellent customer service and professional communication.

Responsibilities

• Troubleshoot hardware, identify site-specific issues.
• Deliver service and support to end-users via phone, email, and remote tools.
• Interact with customers to provide information and resolve inquiries about products and services.
• Gather information, diagnose, and resolve hardware issues.
• Create customer care forms to initiate product replacement.
• Conduct customer site visits to troubleshoot or replace hardware.
• Escalate priority issues per client specifications; coordinate with internal teams.
• Beta test and report on new products; use ticketing systems for tracking.

Skills

Customer service

Troubleshooting

Remote support software

Communication

Education

Bachelor's Degree in Mechanical Engineering

Bachelor's Degree in Manufacturing Engineering

Tools

Phone systems

Job description

SARGENT, a leader in locksets and access control, seeks a Technical Support Specialist in New Haven, CT to deliver exceptional customer service by phone, email, and remote support tools. You will diagnose hardware issues, guide customers, and coordinate with engineering and manufacturing to resolve problems.

The ideal candidate holds a mechanical/manufacturing engineering degree with 3–5 years of relevant experience, strong communication, and a commitment to confidentiality.