Technical Support Engineer - Industrial Hardware Solutions

ASSA ABLOY Group; 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 leading provider of locksets and access control systems, is seeking a Technical Support Specialist to join our New Haven, CT onsite team. You will assist current and prospective customers by phone, email, and remote support software, delivering excellent service while troubleshooting hardware and product issues.

You will collaborate with engineering and manufacturing, conduct site visits when needed, and document cases in our support system.

Qualifications

• Bachelor's Degree in Mechanical Engineering, Manufacturing Engineering or related field.
• 3-5 years of applicable work experience.
• Excellent customer service skills and the ability to interact in a courteous, helpful and professional manner.
• Unquestionable ethics with proven ability to deal with a high level of confidentiality.
• The ability to act independently, take initiative, multi-task and drive tasks and issues to resolution.
• Strong verbal and written communications skills.
• Strong organizational and multi-tasking skills.
• Demonstrated strong problem solving and analytical skills.
• Familiarity with mechanical or physical security products is preferred.

Responsibilities

• Troubleshooting hardware and identify site-specific issues.
• Deliver service and support to end-users using and operating automated call distribution phone software.
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
• Gather customer information and determine the issue by evaluating and analyzing the 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 elevate 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 problem resolution.
• Act as a liaison between customers, quality, engineering, and manufacturing personnel.
• Maintaining prompt and effective inter and intra-team communication.
• Working with equipment in the lab to determine root cause of issues.

Skills

Customer service

Verbal communication

Written communication

Problem solving

Initiative

Multi-tasking

Confidentiality

Education

Bachelor's degree in Mechanical Engineering or Manufacturing Engineering

Tools

Trouble ticket system

Remote support software

Job description

SARGENT, a leading provider of locksets and access control systems, is seeking a Technical Support Specialist to join our New Haven, CT onsite team. You will assist current and prospective customers by phone, email, and remote support software, delivering excellent service while troubleshooting hardware and product issues.

You will collaborate with engineering and manufacturing, conduct site visits when needed, and document cases in our support system.