• Technical Product Support Rep

    Location US-CT-West Hartford
    # Positions
    1
    Experience (Years)
    3
    Category
    Customer Service
  • Position Description

     

    At a Glance

    Legrand has an exciting opportunity for a Technical Product Support Rep to join the EWS Wiremold Team in West Hartford, CT. 

    The candidate in this role will be responsible 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?

     

    MAIN JOB DUTIES:

    • 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.

    Qualifications

    Basic Qualifications

     

    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

    Preferred Skills

    • 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.

     Preferred Skills

     

     

    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

     

     

    http://www.legrand.us

    http://www.youtube.com/legrandna

    http://www.linkedin.com/company/44580

    http://twitter.com/legrandNA

     

    Equal Opportunity Employer

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