Electrical Product Support Representative

# Positions
Experience (Years)
Customer Service

Position Description/Company Info

Legrand is looking for a motivated Electrical Product Support Representative to join our Pass & Seymour team at our Syracuse, NY location. 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 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.


About Legrand

Legrand is a global company with 30,000 employees world-wide and products sold in 180 countries.  As the leading provider of products and systems for electrical installations and information networks wherever people live and work, Legrand delivers an unequaled depth and breadth of innovative solutions for use in residential, commercial, and industrial buildings. 


Employing more than 3,300 employees across the United States and Canada, Legrand in North America has a work environment that promotes personal advancement, pride and achievement. Our success is also based on our recognition that diversity – in people, products, innovation and technology – is an important strength. When you join our team, we provide you with the tools, knowledge and skills necessary to become the very best at your job, and to continue to advance your career.


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Equal Opportunity Employer




Education:  Associate Degree in Electronics or equivalent work experience.



  • Must possess at least 3-5 years call center experience. 


  • Demonstrated knowledge of products, utilization, installation, specifications and codes/standards associated with the industry.
  • Requires strong organizational and time management skills, close attention to detail and be able to effectively handle multiple priorities. 
  • Must possess strong analytical skills and the ability to identify trends and establish proactive corrective actions. 
  • Must have demonstrated exceptional customer service skills and a strong customer orientation.
  • Strong skills at troubleshooting control scenarios and wiring of control systems over the telephone.
  • Strong computer skills, proficient with word processing, spreadsheet and presentation software, e-mail and meeting management software.  Ability to use internet and web based resources efficiently and effectively.
  • 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. 

Position Attributes

Main Activities:

  • Organization: Individual Contributor competency model
  • Main Interface: Internal – Customer support, engineering, quality and related.  External – customers, installers, contractors and skilled tradesmen.   
  • Budget: No direct budgetary responsibility


Main Job Duties:

  • Using a variety of communication vehicles (phone, e-mail, web-site and related) assist the customer in understanding applicable products, components and systems for products by means of phone and email for a wide range of customers.
  • Provide detailed product related support covering the installation, operation, maintenance, trouble shooting and Integration with Third party products the customer.
  • Design, layout and configure a bill of materials covering complete product solutions for customers and sales/marketing teams.
  • Create clear and detailed documentation based on support related activities and monitor product related problems to ensure a timely resolution.
  • Monitor support activity trends for product issues and new product development opportunities to create a detailed problem resolution/solution report that can be passed to Engineering Development team.
  • Attend trade shows to assist with set up and maintenance of products displayed on the trade show booth.
  • Participate in design verification testing for new products and applications as part of the new products development team.
  • Provide on-site support to resolve outstanding product issues.
  • Position requires some travel
  • Performs other similar and related duties as required.



PHYSICAL AND MENTAL DEMANDS : The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Mental Demands


While performing the duties of this job, employees are regularly required to:

  • Use written and oral communication skills
  • Read and interpret data, information and documents
  • Analyze and solve non-routine and complex office administrative problems
  • Use math and mathematical reasoning
  • Observe and interpret situations
  • Learn and apply new information or skills
  • Perform highly detailed work on multiple, concurrent tasks
  • Work under intensive deadlines with frequent interruptions
  • Interact with managers, staff, customers, the public and others encountered in the course of work


Physical Demands – General Office Employees


While performing the duties of this job, employees are regularly required to:

  • Sit, walk and stand
  • Talk or hear, both in person and by telephone
  • Use hands repetitively to finger, handle, feel or operate standard office equipment
  • Reach with hands and arms
  • Lift up to 25 pounds
  • Specific vision abilities required by this job include close vision, distance vision and the ability to adjust focus.


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