Customer Service Technical Support Specialist

At ASSA ABLOY, our global teams collaborate seamlessly to craft products and services that integrate into our users’ lives, simplifying their everyday routines and enhancing convenience. By empowering users to control access, we provide unparalleled peace of mind through enhancing safety and visibility.

The Customer Service Technical Support Specialist is an integral part of providing our customers with outstanding experience. Customer Service Technical Support Specialists can often take a bad situation and turn the customers’ experience into a positive one. 

This position will be performed onsite Monday through Friday at our Berlin, CT office. 

What you will be doing

• Provide technical information and support to both internal and external customers, end users & field sales.
• Responsible for answering product support calls, chats and emails for Secuitech products.
• Act as the liaison of product information from the field to the Profit Center Managers and production personnel.
• Responsible for providing feedback to sales and customer base as a result of problem solving.
• Perform root cause analysis of returned product and assist with corrective actions.
• Review Special Product Application Requests for accuracy and completeness.
• Review new and existing product literature & recommend changes to ensure accuracy.
• Support production with assembly, quality, application, and engineering issues.
• Provide training on the floor and perform quality checks.

What we are looking for

• 3-5 years experience in a customer facing role.
• Strong analytic and logical problem-solving skills with a demonstrated attention to detail are required.
• Hands on Mechanical aptitude with Installation experience – basic electrical knowledge to troubleshoot desired.
• Requires strong listening and interpersonal skills with the ability to effectively work and communicate with internal and external customers.
• Excellent verbal and written communication skills.
• Proficient in Microsoft Outlook, Word, and Excel.
• Ability to manage projects and recognize improvements needed by customers.
• Will require the ability to tackle problems and take independent action, seek out answers, act on opportunities, and generate new ideas.
• Ability to work on complex assignments where considerable judgment and initiative are required in resolving problems and making recommendations with a customer focus.
• Limited travel for field troubleshooting, repairs and replacements.
• Ability to lift up to 50lbs on occasion.
• Bachelors or Associates Degree in a technical field preferred, but not required with relevant job experience.

What we Offer!

The annual salary for this role is $80,000-$90,000. The final pay rate offered to the successful candidate will depend on experience, skill level, and other qualifications for the role.  Benefits and additional compensation offered for this position are

• Paid time off, including sick and vacation days
• 14 paid holidays (may adjust slightly in future years based on how holiday shutdown schedule falls) 
• Job-protected leave benefits in accordance with applicable law
• Medical, dental, vision, and life insurance
• Health and flexible savings accounts subject to eligibility requirements
• 401(k) plan with employer contributions and matching subject to plan eligibility
• Supplemental life insurance
• Short-term and long-term disability benefits
• Employee discounts

All benefits and additional compensation are governed by applicable Company policies and plans as they currently exist and may be amended in the future.

We are an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to any characteristic protected by applicable federal, state, or local law.

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 63,000 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.