Technical Support Representative II

At a Glance

Legrand has an exciting opportunity for a Technical Support Representative II to join the Building Control Systems Solarfective Team in the West Coast (Canada or remote in the US). The successful candidate 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.

What Will You Do?

• Using a variety of communication vehicles (phone, e-mail, video call, and screenshare applications) to assist the customer in understanding the products, systems, integration, and installation.
• Provide excellent technical support including remotely diagnosing issues, answering questions, resolving order issues, issuing replacements and returns, provide technical documentation, and providing proactive updates on issues to dealers, reps, and appropriate BCS Management.
• Provide 3rd party integration information and support to customers as required.
• Process Product Complaints, enter complaints into Salesforce.com, as required, and insure appropriate customer response to product complaints in accordance with company procedures.
• Monitor support activity trends to determine product issues and new product development opportunities reporting findings to technical support leadership.
• Must be able to apply knowledge/skills to a range of activities and act as a technical resource for other departments.
• Must be able to contribute to achievement of team goals and promote teamwork.
• Performs other similar and related duties as required.

Required Skills

Education:

• College Diploma in Electronics/Electrical or 4 years related experience or a combination of both education and experience preferred.

Experience:

• Two or more years phone or technical support experience preferred.

Skills/Knowledge/Abilities:

• Experience with Salesforce system preferred.
• Knowledge of basic networking (IP schemes, ports, network switches, etc.).
• Knowledge of Windows OS and file structure as well as the ability to troubleshoot OS andcompatibility issues.
• Ability to communicate technically complex topics to both technical and non-technical end users.
• Ability to troubleshoot application questions and quality problems and to train others in proper technique.
• Ability to communicate effectively with customers and resolve problems.
• Able to work independently, assess the severity of the product complaint and use judgment to determine when to escalate issues to supervisor, product liability or related internal resource.
• Requires strong organizational and time management skills, close attention to detail and be able to effectively handle multiple priorities.
• Maintain the image and integrity of the Company with our dealers and partners.
• Ability to handle pressure and time/resource limited situations.
• Required to be punctual and reliable.
• Must have demonstrated exceptional customer service skills and a strong customer orientation.
• Strong computer skills, proficient with e-mail and meeting management software. Ability to use internet and web-based resources efficiently and effectively.
• 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 Legrand’s Building Control Systems Division

Legrand’s Building Control Systems (BCS) division includes the Wattstopper, Vantage, and Shading Systems product lines. BCS industry-leading energy-efficient lighting controls technology and services are designed to meet code, ensure ease of installation, and enable precision control of light in offices, classrooms, hospitals, homes, and more. Combined with our Shading Systems for residential and commercial applications, Legrand’s Building Control Systems provides leading solutions for the control of natural and electric light in spaces where people live, learn, and work. BCS teams’ partner with designers to offer solutions that meet today’s green initiatives, including LEED, WELL Building, Living Building Challenge, and more

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Equal Opportunity Employer