Technical Support Specialist
Manufacturing & Production · Production & Assembly · Manufacturing Engineering
In short
SARGENT seeks a Technical Support Specialist in New Haven, CT, to provide exceptional customer service and technical support via phone, email, and remote tools. Responsibilities include troubleshooting hardware, diagnosing issues, and acting as a liaison between customers and internal teams. The role requires a Bachelor's degree in Mechanical or Manufacturing Engineering and 3-5 years of experience.
Responsibilities
- Troubleshooting hardware and identifying site-specific issues.
- Delivering service and support to end-users using automated call distribution phone software.
- Interacting with customers to address inquiries, concerns, and requests regarding products and services.
- Gathering customer information and analyzing symptoms to determine issues.
- Diagnosing and resolving technical hardware issues.
- Creating Customer Care Forms for product replacement.
- Conducting customer site visits for troubleshooting or hardware replacement.
- Researching required information using available resources.
- Following standard processes and procedures.
- Identifying and escalating priority issues according to client specifications.
- Redirecting problems to the appropriate resource.
- Beta testing and reporting on new products.
- Using a trouble ticket system for tracking issues and problem resolution.
- Acting 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 the root cause of issues.
Requirements
- Bachelor's Degree in Mechanical Engineering, Manufacturing Engineering, or a related field.
- 3-5 years of applicable work experience.
- Excellent customer service skills with the ability to interact in a courteous, helpful, and professional manner.
- Unquestionable ethics with proven ability to handle high levels of confidentiality.
- Ability to act independently, take initiative, multi-task, and drive tasks and issues to resolution.
- Strong verbal and written communication skills.
- Strong organizational and multi-tasking skills.
- Demonstrated strong problem-solving and analytical skills.
- Familiarity with mechanical or physical security products is preferred.
Benefits
- Medical, Dental, Vision along with various plan options.
- 401K with employer match and Roth IRA contribution.
- Corporate Discounts.
#Manufacturing#Technical Support#Customer Service
Company
ASSA ABLOY Group
Job Posted
1 week ago
Expires
in 2 weeks
Employment Type
Full Time
WorkMode
On Site
Experience Level
Associate
Locations
New Haven, United States
Qualification
Bachelor
Applicants
Be an early applicant