• Product Support Representative (Smart Home)

    Location US-NY-Syracuse
    # Positions
    Experience (Years)
    Customer Service
  • Position Description

     At a Glance


    Legrand has an exciting opportunity for a Product Support Representative to support our Smart Home product line for Pass & Seymour in Syracuse, New York. This exciting new role operates under general supervision, providing primary point of contact for Smart Home 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 in the Internet of Things (IoT) field to support more complex customer calls and to train or teach others how to work with, install and configure products. 


    What Will You Do? 

    • Subject Matter Expert in the Smart Home (networked products) product line, providing detailed product related support covering the installation, operation, maintenance, trouble shooting and integration with third party products.
    • 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 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.
    • Provide support for Smart Home product integration with tablets, smart phones, (iOS and Android), smart speakers (Amzaon Alexa/Echo, Google Assistant) and home networks.
    • 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. 


    Basic Qualifications:

    • Associates Degree in Electronics or related field
    • 3+ years call center experience answering technical calls for product support

      Preferred Qualifications:

    • Demonstrated knowledge of products, utilization, installation, specifications and codes/standards associated with the industry.
    • Solid understanding of iOS, Android, tablets, smart phone operating systems, as well as IP wireless networks.
    • Strong organizational and time management skills, close attention to detail and be able to effectively handle multiple priorities. 
    • Strong analytical skills and the ability to identify trends and establish proactive corrective actions. 
    • 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.
    • Strong understanding of IoT Smart Home installation and support skills with an understanding of home networking.
    • Excellent verbal and written communications skills and be able to communicate effectively and act as a technical resource across the organization and with customers.
    • 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. 

    Company Info

    About Legrand

    Every single day, Legrand brings power, light and data to millions of spaces around the world. Legrand is a global, publicly-traded company listed on the Euronext (Legrand SA EPA: LR) with 36,000 employees worldwide, a market cap of $16B, revenue of more than $5 billion, with products sold in 180 countries. Legrand is listed on the Forbes Global 2000 as one of the world’s best employers.  For more information, visit legrand.com.


    About Legrand North and Central America

    Legrand North and Central America (LNCA) employs over 5,000 associates in 60 locations, working in 6 product categories (Electrical Wiring Systems, Building Control Systems, AV, Data Communications, Power Distribution and Control, and Lighting).  LNCA offers comprehensive medical, dental and vision coverage. LNCA offers distinctive benefits like high employer 401K match, above-benchmark paid maternity leave, paid time off to volunteer, and an active women’s network.  LNCA is an employee-centered, growth company with tremendous opportunity.  For more information, visit legrand.us


    About Legrand’s Electrical Wiring Systems Division

    Legrand’s Electrical Wiring Systems (EWS) division provides the most complete line of residential, commercial and industrial electrical wiring devices in the world.  EWS has strong market positions in wiring devices, raceway, floor & open space, overhead systems, pro-installed home systems and specialty networking across a number of exciting verticals including industrial food and beverage, hospitality and residential builders.  For more information, visit legrand.us/electrical wiring devices








    Equal Opportunity Employer



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