Application Engineer/ Technical Support

About the role

You will act as the first line of technical support in navigating customer product challenges, solving escalations while educating customers on Electro-Mechanical (EM) and Electronic Access Control (EAC) product lines. This position is full-time and onsite in New Haven, CT.

Responsibilities

• Deliver timely and precise feedback to customers.
• Ensure resolution of issues within stipulated timeframes.
• Review electronic schematics and apply them to troubleshooting products alongside customers.
• Effectively prioritize and manage multiple concurrent tasks.
• Engage with customers to address inquiries, concerns, and requests regarding products and services.
• Facilitate seamless communication across teams.
• Demonstrate proactive initiative in expanding expertise through ongoing self-directed learning.
• Adhere to established protocols and procedures, including escalation of unresolved issues.
• Collaborate with different teams and departments to gather information, evaluate potential solutions, and determine appropriate actions to resolve escalations.
• Maintain accurate, detailed records of escalated cases, including actions taken, customer interactions, and resolutions achieved using MS Dynamics.
• Identify opportunities to enhance the customer experience and provide feedback to drive improvements.

Requirements

• Bachelor’s Degree in Mechanical Engineering, Computer Science, or a related field of study.
• Hands-on experience working with electronics or hardware.
• Strong critical thinking and decision-making abilities.
• Good organizational skills, creative ability, and attention to detail.
• Excellent track record in teamwork and customer centricity.
• Experience working with cross-functional teams and customers.

Preferred Skills

• Technical understanding of Electro-Mechanical and/or Electronic Access Control products.
• Experience in reviewing technical content.
• Access control, Wi-Fi, network, and lock hardware industry experience.

Benefits

• Continuous professional development opportunities and an environment that fosters internal growth and mobility.
• Competitive compensation and benefits package, including multiple healthcare options, tuition reimbursement, and matching 401k.
• Generous holiday schedule and paid time off to refresh and recharge.
• Employee pricing on products and discount programs for travel, entertainment, and more.