Technical Support Specialist

Join Sargent Manufacturing, a leading innovator in commercial door hardware solutions, proudly serving the commercial construction, institutional, and industrial markets. Our extensive product portfolio includes windstorm certified locks, cutting-edge access control devices, designer levers, and advanced antimicrobial hardware coatings. We are committed to quality, reliability, and customer satisfaction.ASSA ABLOY is seeking a dedicated Technical Support Specialist to enhance our team. In this pivotal role, you will be instrumental in providing top-notch support for our mechanical locks and access control devices. You will collaborate closely with product engineers, systems integrators, and end users, ensuring that we deliver exceptional solutions to our customers.The position will sit full-time onsite in New Haven, CT, and report to the Profit Center General Manager.What you will be doingDeliver exceptional customer service and technical support through phone, email, and remote assistance, ensuring every customer feels valued and understood.Diagnose hardware issues and identify site-specific challenges, employing your analytical skills to find effective solutions.Provide comprehensive support to end-users utilizing automated call distribution systems, streamlining communication and resolution processes.Collaborate with customers and internal teams, including quality assurance, engineering, and manufacturing, to address and resolve concerns swiftly and effectively.Engage with customers to manage inquiries and requests regarding our products and services, fostering strong relationships built on trust and reliability.Participate in beta testing of new products and lab equipment, playing a key role in identifying root causes of issues and contributing to product improvement.Conduct on-site visits to customer locations, prioritizing urgent issues and ensuring compliance with client specifications.3-5 years of relevant experience in a technical support role.Flexibility to travel up to 50% of the time domestically, with varying levels of activity throughout the year.Outstanding customer service skills, characterized by professionalism, courtesy, and a genuine desire to assist.Proven ability to handle sensitive information with confidentiality and integrity.Strong ability to work independently, manage multiple tasks, and stay organized in a dynamic environment.Ability to sit for extended periods while performing various tasks.Preferred Skills:A background in mechanical or physical security products is highly preferred.What we offerContinuous professional development opportunities and an environment that fosters internal growth and mobility.Competitive compensation and benefits package which includes multiple healthcare options, tuition reimbursement, and matching 401k.Generous holiday schedule and paid time off to refresh and recharge.Employee pricing on our products and discount programs for travel, entertainment, and more!We are the ASSA ABLOY GroupOur people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 61,000 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.When you join our team, you will have plenty of chances to build a career you can be proud of. While you do, you will help us keep creating a safe, secure, and more open world.

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