Application Engineer

ASSA ABLOY is seeking an end user centric Technical Support Application Engineer professional who enjoys navigating customer product challenges within a global enterprise. As an Application Engineer, you will research, diagnose and troubleshoot electro-mechanical locks and access control products leveraging the support of your team, working to elevate every interaction into a seamless experience.

This position will sit onsite full-time New Haven, CT.

What you will be doing

• Provide exemplary technical support to customers via phone, email, chat, and remote support.
• Perform comprehensive troubleshooting of electro-mechanical hardware, meticulously evaluating symptoms to diagnose issues effectively.
• Deliver prompt and accurate feedback to customers, ensuring satisfaction and resolution.
• Effectively prioritize and manage multiple concurrent issues to ensure timely resolution and customer satisfaction.
• Generate Wiring Diagrams based on customer-provided software schedules, maintaining attention to detail and accuracy.
• Participate in Beta testing initiatives and contribute to product improvement by providing insightful feedback and detailed reporting.
• Utilize laboratory equipment to conduct diagnostic tests and identify root causes of hardware issues, facilitating continuous improvement.
• Monitor and identify escalation cases or issues that require immediate attention.
• 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.

What we are looking for

• Associate or Bachelor’s degree (or equivalent) in engineering or a related field.
• Must have hands-on experience any of the following areas: technical support, training, education, sales, or customer support role.
• 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 EM and EAC products preferred.
• Ability to communicate and present effectively.
• Access control, WIFI, Network and Lock Hardware Industry experience preferred.

We review applications regularly, so don’t hesitate, apply today!

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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 52,000 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.