Technical Support Specialist

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

Are you looking for a new challenge within Manufacturing?

Maybe this job as Technical Support Specialist in New Haven CT (USA) is for you!

SARGENT is a market leader in locksets, high security key systems, door closers, exit devices, electro-mechanical products, and access control systems for new construction, renovation, and replacement applications. The company's customer base includes commercial construction, institutional and industrial markets. Included in SARGENT’s product offerings are windstorm certified locks, hardwired and wireless access control devices, designer levers and an antimicrobial hardware coating.

We are seeking a Technical Support Specialist to provide exceptional customer service via phone, email, and remote support software to current and prospective customers.

Visit Home | Commercial Door Hardware | SARGENT (sargentlock.com) for bored lock, mortise lock, exit device and key system product specifications.

This position will sit onsite in New Haven, CT.

What you will be doing

• Troubleshooting hardware, 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’s 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.

What we are looking for

• Bachelor's Degree in Mechanical Engineering, Manufacturing Engineering or related field.
• Must have 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.

What we offer

• Medical, Dental, Vision along with various plan options to choose from.
• 401K w. employer match and Roth IRA contribution.
• Corporate Discounts.

We are the ASSA ABLOY Group

Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 63,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces - physical and virtual - safer, more secure, and easier to access.

As an employer, we value results - not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions - supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.