• Technical Support Field Engineer

    Location US-NJ-Somerset
    # Positions
    1
    Experience (Years)
    5
    Category
    Customer Service
  • Position Description

    At a Glance

     

    Legrand has an exciting opportunity for a Technical Support Account Manager to join the Data Center Power & Control Divison  in Somerset, NJ.

    As a Technical Support Account Manager for the Data Center Power & Control Division (DPC) of Legrand, you'll work with a variety of cross functional teams and technologies supporting the Raritan and Server Technology product lines. The daily interactions can range from first-time users to advanced partners, sales, development and product management. Your duties will be to function as an expert technical resource for our enterprise level customer base and business partners.

     

    Additionally, you will be responsible for building and maintaining post-sales relationships with our largest and most complex customers, focusing both on pro-active services and reactive support. You will serve as a trusted advisor to ensure successful implementations, that the assigned customers achieve targeted business benefits from their investment in DPC, and that the customers serve as a positive reference and continue their implementation of DPC. Your technical abilities will be critical in identifying solutions, troubleshooting issues, and answering technical questions as they arise. You will become the primary escalation point and are accountable for identifying and directly addressing technical issues.

    You are expected to develop and maintain a working knowledge of the technical architecture and business requirements of the enterprise accounts. This position requires a strong technical background, excellent client and project management skills, proven ability to understand various technical workflows when needed. Successful candidates must be action oriented and able to travel, communicate clearly and effectively to both technical and business audiences at multiple levels.

     

    You must be a disciplined, self-motivated, self-confident, and able to build productive working relationships. You must thrive in a fast-paced environment where learning new products and new technical concepts are part of your daily routine.

     

    What Will You Do?

     

    MAIN JOB DUTIES:

    • Builds and grows relationships with both technical staff and management from the customer team.
    • Drives and tracks customer escalations, including partnering with the Product Management, and delivering Professional Services.
    • Ensures that all cases opened for their accounts are being actively worked and progressing towards an expeditious resolution.
    • Diligently does the on boarding of new accounts
    • Partners closely with product management to ensure that customer requirements are logged and appropriately prioritized and also ensure that future product direction aligns with customer road map.
    • Actively contributes and leverages standards and best practices, staying current on both the technology and product fronts.
    • Contributes to the knowledgebase on lessons learned and unique issues experienced for any of their accounts.
    • Develops and mentors other team member to help improve their technical knowledge, project management skills, customer management skills, etc.
    • Travel will be needed up to 30 - 40 percent of the time.

    Customer Relationship Management:

    • Manage all post-sales activity for customers through strong relationship-building, product knowledge, planning and execution
    • Acts as single point of contact for all support requirements as they pertain to enterprise account customers' environment
    • Ensures effective ownership, communication, coordination, and facilitation of support service activities between the customer and support teams, product management and account teams
    • Increase customer loyalty by conducting regular check-in calls for tactical items, and perform quarterly health checks for strategic reviews
    • Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs
    • Direct the delivery of customer technical services to achieve high customer satisfaction and trust
    • Track accounts to identify churn risk and work proactively to eliminate that risk

    Project management:

    • Coordinate cross-functional deployment project teams, which could consist of professional services, product management, engineers.
    • Develop and manage a strategic development plan for your customers, including identification of opportunities for growth.
    • Escalate issues as necessary execute action plan, resolution or other options as needed
    • Track and document status and time spent on customers to ensure appropriate per client resource spend

     

     

    Qualifications

    Basic Qualifications

     

    EDUCATION:

    • Bachelor’s degree in Computer Science, Information Systems, Engineering or equivalent experience.

    EXPERIENCE:

    • 2-5 years’ experience in a “customer facing” environment such as, enterprise customer support and technical consulting.       

     

    Preferred Skills

    • A solid Linux user/admin capability, prior Linux System Administrator role is a plus.
    • Familiar with network configuration, integration and diagnostics (focus on TCP/IP and HTTP(s)).
    • SNMP - Ability to isolate issues from multiple systems. Including, the ability to read a MIB, map values to our data model via the dynamic plugin. Should be familiar with MIB browsers, sets, gets, SNMP walks and traps.
    • ODBC\SQL\PostgreSQL - Create SQL queries to both pull and support customers if they encounter issues connecting to ODBC interface.
    • VMware ESX/ESXi VM configuration/control/Windows
    • Excellent written, verbal, and presentation skills appropriate to both technical and management clients, including effective interaction with senior executive to C-level personnel
    • Strong organizational skills with an ability to manage competing client demands, multiple priorities, commitments and projects.
    • Strong analytical skills regarding technical and project management issues
    • Ability to troubleshoot technical issues at a high level to determine the appropriate path to resolution.
    • Exemplary customer service attitude with business development

    Desired Knowledge/Skills:

    • IT business process skills and certifications (PMP, ITIL, Six Sigma, etc.) are preferred.
    • Strong personal drive for ensuring customer success with a proactive focus.
    • Strong background in a dynamic, problem solving, customer service environment.
    • Flexibility, integrity and creative problem-solving skills.
    • Outstanding verbal and written communication skills.
    • Ability to work in a fast-paced environment with multiple projects under tight deadlines with a can-do attitude.
    • Ability to articulate technical issues in a meaningful way to both team and executive level management.
    • Must be capable of dealing confidently and professionally at the executive level with Customers.
    • Must be a team player and build good working relationships across all functions.
    • Wears the ‘Customer Advocate’ hat at all times. 

    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 Data Center Power and Control Division

    Legrand is a leading provider in intelligent rack PDUs, KVM switches, and other data center infrastructure monitoring and management solutions. Legrand’s power strategy experts have provided power solutions for labs, data centers, and telecommunications operations for 30 years. Over 60,000 customers around the world rely on Legrand’s rack power distribution units and award winning power management solutions to reduce downtime, facilitate capacity planning, improve energy utilization, and drive efficiency.  For more information, visit raritan.com and servertech.com

     

     

    http://www.legrand.us

    http://www.youtube.com/legrandna

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

    http://twitter.com/legrandNA

     

    Equal Opportunity Employer

    lnarsr

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