Technical Support Specialist

ASSA ABLOY•New Haven, CT

1d•Onsite

About The Position

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.

Requirements

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.

Nice To Haves

Familiarity with mechanical or physical security products is preferred.

Responsibilities

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 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 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.