Onsite Technical Support Engineer - Manufacturing Hardware

Talentify; New Haven (CT); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401K with employer match

Corporate discounts

Job summary

SARGENT, a brand of the ASSA ABLOY Group, is seeking a Technical Support Specialist to provide exceptional customer service via phone, email, and remote support software for customers in the New Haven, CT area. The role sits onsite and involves troubleshooting hardware, performing site visits, and coordinating with engineering and manufacturing teams to resolve issues.

The ideal candidate holds a Bachelor's degree in Mechanical or Manufacturing Engineering with 3-5 years of relevant experience,

Qualifications

• Bachelor's Degree in Mechanical Engineering, Manufacturing Engineering or related field.
• 3-5 years of applicable work experience.
• Excellent customer service skills with courteous, professional manner.
• Ability to act independently, take initiative, multi-task 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 is preferred.

Responsibilities

• Troubleshoot hardware and identify site-specific issues.
• Deliver service and support to end-users using call distribution software.
• Interact with customers to provide information 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.
• Follow standard processes and procedures.
• Identify and elevate priority issues per client specifications.
• Redirect problems to appropriate resource.
• Beta test and report on new products.
• Serve as liaison between customers, quality, engineering, and manufacturing teams.
• Maintain prompt and effective inter- and intra-team communication.
• Work with lab equipment to determine root causes.

Education

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

Job description

SARGENT, a brand of the ASSA ABLOY Group, is seeking a Technical Support Specialist to provide exceptional customer service via phone, email, and remote support software for customers in the New Haven, CT area. The role sits onsite and involves troubleshooting hardware, performing site visits, and coordinating with engineering and manufacturing teams to resolve issues.

The ideal candidate holds a Bachelor's degree in Mechanical or Manufacturing Engineering with 3-5 years of relevant experience,