Technical Product Support Representative III
At a Glance Legrand has an exciting opportunity for a Technical Product Support Representative III to join the Wiremold Team in West Hartford, CT.
Under general supervision, provide primary point of contact for all product related support requests and general product questions.
Assist in providing product related feedback to the technical support management, engineering, product marketing management or manufacturing in support of current and future product design.
Develop advanced product knowledge to support more complex customer calls and to train or teach others how to work with, install and configure products.
What Will You Do?
Using a variety of communication vehicles (phone, e-mail, Salesforce.
com, on line live chat, etc.
) assist the customer in understanding applicable products, components and systems of products.
Provide detailed product related support to the customer covering the selection, installation, operation, maintenance, trouble shooting and integration with third party products.
Develop and update cross-reference lists, knowledgebase articles, technical information, and other self-help tools for the customers.
Provide 3rd party certifications and other technical support and documentation to customers as required.
Prepare product training material for and provide product training to customer support agents.
Review new product prototypes for function and ease of installation and review new or revised product literature for accuracy.
In addition, based on customer requests received, provide feedback to Product Managers and engineering team on product gaps or ideas for product design changes.
Document all customer interaction in Salesforce or by other methods as required by standard work.
Perform other similar and related duties as required.
Education:
Must possess an Associate Degree in Engineering or other technical field or equivalent work experience.
Experience:
Must possess at least 2 years of call center or customer facing experience.
Skills/Knowledge/Abilities:
Demonstrated knowledge of products, utilization, installation, specifications and codes/standards associated with the industry.
Able to work independently to trouble shoot application questions and quality problems, and to extract the necessary information from the customer.
Ability to communicate effectively with customers and resolve problems.
Requires strong organizational and time management skills, close attention to detail and to be able to effectively handle multiple priorities.
Must be able to accurately communicate technical information both verbally and in writing in a fast-paced environment.
Able to assess the nature, importance and urgency of presented situations, and use judgment to determine when to escalate issues to manager or other internal resources.
Must have demonstrated exceptional customer service skills and a strong customer orientation.
Strong computer skills, proficient with word processing, spreadsheet and presentation software and e-mail.
Ability to use internet and web-based resources efficiently and effectively.
CAD knowledge is preferable but not required.
Must have excellent verbal and written communications skills and be able to communicate effectively and act as a technical resource across the organization and with customers.
Must be an effective listener, able to maintain focus extract necessary information and validate understanding of the information.
Demonstrated ability to give and receive detailed/complex information, and process that information appropriately.
About Legrand Representing more than 150 years of innovation, Legrand is the global specialist in electrical and digital building infrastructures.
Our purpose is improving lives by transforming the spaces where people live, work and meet with electrical and digital infrastructures and connected solutions that are simple, innovative and sustainable.
Every day, over 39,000 Legrand employees work hard to enhance the buildings of tomorrow.
Legrand is a global, publicly traded company listed on the Euronext (Legrand SA EPA:
LR) with revenue of 7 billion, and products sold in 180 countries.
For more information, visit www.
legrandgroup.
com/en About Legrand North and Central America Legrand North and Central America (LNCA) employs over 6,500 associates in 50 locations, working across six divisions/sector:
Audio Visual, Building Controls Systems, Data Power and Controls, Electrical Wiring Systems, and Lighting.
We hold a leading position in every North American market we serve and focus on exceeding our customers needs within the commercial, residential, and industrial industries.
LNCA offers comprehensive medical, dental and vision coverage, as well as distinctive benefits like a high employer 401K match, above-benchmark paid maternity and parental leave, paid time off to volunteer, and an active/growing Employee Resource Group network.
LNCA is an employee-centered, growing company with tremendous opportunity.
For more information, visit legrand.
us About Legrands Electrical Wiring Systems Division Legrands Electrical Wiring Systems (EWS) division provides the most complete line of residential, commercial, and industrial electrical wiring devices in the world.
Through commitment to innovation and quality, EWS maintains the position of industry leader in wire and cable management and wiring devices categories, specializing in raceways, flexible floor, open space and outdoor power solutions, wire mesh cable trays and systems, and designer switches and outlets.
With this comprehensive offering, EWS serves a range of exciting vertical markets, including commercial office and commercial interior, data centers, education, healthcare, hospitality, manufacturing, mixed-use developments and residential.
For more information, visit legrand.
us/electrical wiring devices http:
//www.
legrand.
us http:
//www.
youtube.
com/legrandna http:
//www.
linkedin.
com/company/44580 http:
//twitter.
com/legrandNA Equal Opportunity Employer External Company Name:
Legrand North America Street:
60 Woodlawn Street Recommended Skills Attention To Detail Cad Call Centers Customer Service Engineering Maintenance Estimated Salary: $20 to $28 per hour based on qualifications.
Under general supervision, provide primary point of contact for all product related support requests and general product questions.
Assist in providing product related feedback to the technical support management, engineering, product marketing management or manufacturing in support of current and future product design.
Develop advanced product knowledge to support more complex customer calls and to train or teach others how to work with, install and configure products.
What Will You Do?
Using a variety of communication vehicles (phone, e-mail, Salesforce.
com, on line live chat, etc.
) assist the customer in understanding applicable products, components and systems of products.
Provide detailed product related support to the customer covering the selection, installation, operation, maintenance, trouble shooting and integration with third party products.
Develop and update cross-reference lists, knowledgebase articles, technical information, and other self-help tools for the customers.
Provide 3rd party certifications and other technical support and documentation to customers as required.
Prepare product training material for and provide product training to customer support agents.
Review new product prototypes for function and ease of installation and review new or revised product literature for accuracy.
In addition, based on customer requests received, provide feedback to Product Managers and engineering team on product gaps or ideas for product design changes.
Document all customer interaction in Salesforce or by other methods as required by standard work.
Perform other similar and related duties as required.
Education:
Must possess an Associate Degree in Engineering or other technical field or equivalent work experience.
Experience:
Must possess at least 2 years of call center or customer facing experience.
Skills/Knowledge/Abilities:
Demonstrated knowledge of products, utilization, installation, specifications and codes/standards associated with the industry.
Able to work independently to trouble shoot application questions and quality problems, and to extract the necessary information from the customer.
Ability to communicate effectively with customers and resolve problems.
Requires strong organizational and time management skills, close attention to detail and to be able to effectively handle multiple priorities.
Must be able to accurately communicate technical information both verbally and in writing in a fast-paced environment.
Able to assess the nature, importance and urgency of presented situations, and use judgment to determine when to escalate issues to manager or other internal resources.
Must have demonstrated exceptional customer service skills and a strong customer orientation.
Strong computer skills, proficient with word processing, spreadsheet and presentation software and e-mail.
Ability to use internet and web-based resources efficiently and effectively.
CAD knowledge is preferable but not required.
Must have excellent verbal and written communications skills and be able to communicate effectively and act as a technical resource across the organization and with customers.
Must be an effective listener, able to maintain focus extract necessary information and validate understanding of the information.
Demonstrated ability to give and receive detailed/complex information, and process that information appropriately.
About Legrand Representing more than 150 years of innovation, Legrand is the global specialist in electrical and digital building infrastructures.
Our purpose is improving lives by transforming the spaces where people live, work and meet with electrical and digital infrastructures and connected solutions that are simple, innovative and sustainable.
Every day, over 39,000 Legrand employees work hard to enhance the buildings of tomorrow.
Legrand is a global, publicly traded company listed on the Euronext (Legrand SA EPA:
LR) with revenue of 7 billion, and products sold in 180 countries.
For more information, visit www.
legrandgroup.
com/en About Legrand North and Central America Legrand North and Central America (LNCA) employs over 6,500 associates in 50 locations, working across six divisions/sector:
Audio Visual, Building Controls Systems, Data Power and Controls, Electrical Wiring Systems, and Lighting.
We hold a leading position in every North American market we serve and focus on exceeding our customers needs within the commercial, residential, and industrial industries.
LNCA offers comprehensive medical, dental and vision coverage, as well as distinctive benefits like a high employer 401K match, above-benchmark paid maternity and parental leave, paid time off to volunteer, and an active/growing Employee Resource Group network.
LNCA is an employee-centered, growing company with tremendous opportunity.
For more information, visit legrand.
us About Legrands Electrical Wiring Systems Division Legrands Electrical Wiring Systems (EWS) division provides the most complete line of residential, commercial, and industrial electrical wiring devices in the world.
Through commitment to innovation and quality, EWS maintains the position of industry leader in wire and cable management and wiring devices categories, specializing in raceways, flexible floor, open space and outdoor power solutions, wire mesh cable trays and systems, and designer switches and outlets.
With this comprehensive offering, EWS serves a range of exciting vertical markets, including commercial office and commercial interior, data centers, education, healthcare, hospitality, manufacturing, mixed-use developments and residential.
For more information, visit legrand.
us/electrical wiring devices http:
//www.
legrand.
us http:
//www.
youtube.
com/legrandna http:
//www.
linkedin.
com/company/44580 http:
//twitter.
com/legrandNA Equal Opportunity Employer External Company Name:
Legrand North America Street:
60 Woodlawn Street Recommended Skills Attention To Detail Cad Call Centers Customer Service Engineering Maintenance Estimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
