Technical Support Specialist

ASSA ABLOY Global Solutions; New Haven (CT); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Medical, Dental, Vision plans

401K with employer match

Corporate Discounts

Job summary

ASSA ABLOY Global Solutions in New Haven, CT seeks a Technical Support Specialist to deliver exceptional customer service via phone, email, and remote tools. The role sits onsite in New Haven, CT and involves troubleshooting hardware, diagnosing issues, and coordinating product replacements with engineering and quality teams.

You will gather customer data, analyze symptoms, and use standard processes to resolve problems, while maintaining strong communication and follow-up with clients.

Qualifications

• Bachelor's degree in mechanical/manufacturing engineering or related field.
• 3–5 years of applicable work experience.
• Excellent customer service skills and courteous professionalism.
• Unquestionable ethics with ability to handle confidentiality.
• Ability to act independently, take initiative, 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 preferred.

Responsibilities

• Troubleshoot hardware and identify site-specific issues.
• Provide service and support to end-users using call distribution software.
• Interacting with customers to respond to inquiries 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.
• Research required information using available resources.
• Follow standard processes and procedures.
• Identify and escalate 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 resolutions.
• Act as liaison between customers, quality, engineering, and manufacturing.
• Maintain prompt inter/intra-team communication.
• Work with equipment in the lab to determine root causes.

Skills

Troubleshooting hardware

Customer service

Verbal and written communication

Multi-tasking

Problem solving

Education

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

Job description

Select how often (in days) to receive an alert: Create Alert

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.

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.

Nearest Major Market: New Haven

Nearest Secondary Market: Hartford