Onsite Technical Support Engineer - Manufacturing

Record UK Ltd; New Haven, Northern (CT, KY); Hybrid; USD 60,000 - 80,000; Full time

Benefits offered by this job

Medical, Dental, Vision plans

401K with employer match

Roth IRA option

Corporate discounts

Job summary

SARGENT, part of the ASSA ABLOY Group, is seeking a Technical Support Specialist to join our New Haven team onsite. You will troubleshoot hardware, support end users by phone, email, and remote tools, and serve as a liaison between customers, quality, engineering and manufacturing.

The ideal candidate holds a Bachelor’s degree in Mechanical or Manufacturing Engineering, 3–5 years of relevant experience, and excels in customer service, communication, and problem solving.

Qualifications

• Bachelor's Degree in Mechanical Engineering, Manufacturing Engineering or related field.
• 3-5 years of applicable work experience.
• Excellent customer service and professional communication.
• Ability to work independently, multi-task, and drive tasks to resolution.
• Familiarity with mechanical or physical security products is preferred.

Responsibilities

• Troubleshooting hardware and site-specific issues.
• Deliver service and support to end-users via phone, email, and remote software.
• Interact with customers to respond to inquiries, concerns, and requests.
• Gather 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; escalate priority issues as needed.
• Act as liaison between customers, quality, engineering, and manufacturing.
• Maintain prompt and effective inter- and intra-team communication.

Skills

Customer service

Problem solving

Written communication

Verbal communication

Multi-tasking

Liaison with engineering

Education

Bachelor's Degree in Mechanical or Manufacturing Engineering

Tools

Ticketing system

Job description

SARGENT, part of the ASSA ABLOY Group, is seeking a Technical Support Specialist to join our New Haven team onsite. You will troubleshoot hardware, support end users by phone, email, and remote tools, and serve as a liaison between customers, quality, engineering and manufacturing.

The ideal candidate holds a Bachelor’s degree in Mechanical or Manufacturing Engineering, 3–5 years of relevant experience, and excels in customer service, communication, and problem solving.