Technical Support Field Engineer

At a Glance

Legrand has an exciting opportunity for a Technical Support Field Engineer to join the Data, Power & Control Team in Somerset, NJ, or REMOTE within the Northeast region. As a Data Technical Support Field Engineer, you'll work with a variety of cross-functional teams and technologies within the Data, Power, & Control division (DPC). 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 for the Intelligent Power Distribution Units (PDU) and Access Solutions.

Additionally, you will be responsible for traveling to customer locations to help address their technical issues and maintain post-sales relationships with our customers. 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, and a proven ability to understand various technical workflows when needed. Successful candidates must be action-oriented and able to travel and communicate clearly and effectively to both technical and business audiences at multiple levels.

Main Job Duties:

•  Analyze computer-based technologies and identify and develop ways to address complex engineering issues that may arise with customers and business partners. Examples of such duties include:
• Configure IPs and custom customer configurations, including DCHP, LDAP, and other authorization/authentication customers require for their software and firmware.
• Develop customer Shell scripts to expedite deployment.
• Analyze PDU data and firmware versions and apply fixes onsite to ensure they remain compliant with the latest network security vulnerability standards.
• Develop PDU and network test routines that help customers and developers understand the impacts of changes over the PDU topology.
• Search and decipher the Linux code base to interpret log files quickly for failure identification.
• Apply new firmware upgrades and bug fixes that support customer needs.
• Use network debug tools to quickly identify and fix failures that impact PDU deployment.
• Work closely with developers and network support staff to identify IP designs that may be causing PDU failures.
• Support customer IP and naming schemes required during deployment and work closely with the development team to create new custom scripts as needed.
• Modify and replace failed PDU controllers and ensure seamless integration without disrupting the customer environment.
• Coordinate cross-functional deployment project teams, which could consist of professional services, product management, or engineers.
• Act as a single point of contact for all support requirements pertaining to enterprise account customers' environment.
• Build and grow relationships with both technical staff and management from the customer team.
• Develop and manage a strategic development plan for your customers, including the identification of growth opportunities. Direct the delivery of customer technical services to achieve high customer satisfaction and trust.
• Drive and track customer escalations, including partnering with the Product Management team and delivering Professional Services. Escalate issues as necessary to execute an action plan, resolution, or other options as needed.
• Oversee and manage all open cases to ensure they are being actively worked on and progressing towards an expeditious resolution.
• Develop and train team members to help improve their technical knowledge, project management skills, customer management skills, etc.
• Diligently handle the onboarding of new accounts.
• Partner closely with the product management team to ensure that customer requirements are logged and appropriately prioritized and also ensure that future product direction aligns with the customer roadmap.
• Actively contribute and leverage standards and best practices, staying current on both the technology and product fronts.
• Ensure 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 performing quarterly health checks for strategic reviews.
• Track and document the status and time spent on customers to ensure appropriate per-client resource spend.
• Travel will be needed up to 30 - 40 percent of the time.
• Handle tech support queue calls and cases when not traveling.
• Perform other duties as assigned.

Education: Business or related field; or equivalent combination of education and experience.

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

Skills/Knowledge/Abilities:

Demonstrated basic technical knowledge of:

• • Data center facilities components (UPS, PDUs, single and 3 Phase Power)
  • Data center IT components and interconnections (servers, Blades/Blade Chassis, network switches, RACK PDUs, etc.)
  • Data center networks and protocols (IP Subnetting/VLANs. SNMP/Modbus)
• A solid Linux user/admin capability and prior Linux System Administrator role are 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 MIB map values to our data model via the dynamic plugin. Should be familiar with MIB browsers, sets, gets, SNMP walks, and traps.
• 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.
• Ability to troubleshoot technical issues at a high level to determine the appropriate path to resolution.
• Exemplary customer service attitude with business development and customer relationship management experience.
• Ability to facilitate and harness cross-team collaboration by working with teams in person and virtually.
• Strong analytical skills regarding technical and project management issues.

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 Data Center Power and Control Division

The industry-leading brands of Approved Networks, Ortronics, Raritan, Server Technology, and Starline empower Legrand’s Data, Power & Control to produce innovative solutions for data centers, building networks, and facility infrastructures. Our division designs, manufactures, and markets world-class products for a more productive and sustainable future. The exceptional reliability of our technologies results from decades of proven performance and a dedication to research and development. 

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