Technical Support Specialist
Technical Support Specialist
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Salary Not Disclosed
1 Vacancy
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 electromechanical products and access control systems for new construction renovation and replacement applications. The companys customer base includes commercial construction institutional and industrial markets. Included in SARGENTs 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 fulltime in New Haven CT reporting to the Quality Manager.
What you will be doing
- Troubleshooting hardware identify site specific issues.
- Deliver service and support to endusers 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 customers 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 intrateam communication.
- Working with equipment in the lab to determine root cause of issues.
What we are looking for
- Bachelors Degree in Mechanical Engineering Manufacturing Engineering or related field.
- Must have 35 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 multitask and drive tasks and issues to resolution.
- Strong verbal and written communications skills.
- Strong organizational and multitasking 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 review applications regularly so dont hesitate apply today!
#LIVB1
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 61000 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 its important to us to have diverse inclusive teams and we value different perspectives and experiences.
Required Experience:
IC
Employment Type
Full Time
