Position DescriptionAt a Glance Legrand is looking for a motivated Technical Product Support Representative to join our Pass & Seymour team at our Syracuse, NY location. 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. Develop advanced product knowledge to support more complex customer calls and to train or teach others how to work with, install and configure products. Main Job Duties:
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 detailed product related support covering the installation, operation, maintenance, trouble shooting and Integration with Third party products the customer.
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.
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.
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.
Salary range: $57,300.00 - $72,900.00 + 5% bonus
PHYSICAL AND MENTAL DEMANDS: The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Mental Demands While performing the duties of this job, employees are regularly required to:
Use written and oral communication skills
Read and interpret data, information and documents
Analyze and solve non-routine and complex office administrative problems
Use math and mathematical reasoning
Observe and interpret situations
Learn and apply new information or skills
Perform highly detailed work on multiple, concurrent tasks
Work under intensive deadlines with frequent interruptions
Interact with managers, staff, customers, the public and others encountered in the course of work
Physical Demands – General Office Employees
While performing the duties of this job, employees are regularly required to:
Sit, walk and stand
Talk or hear, both in person and by telephone
Use hands repetitively to finger, handle, feel or operate standard office equipment
Reach with hands and arms
Lift up to 25 pounds
Specific vision abilities required by this job include close vision, distance vision and the ability to adjust focus.
QualificationsEducation:Associate Degree in Electronics or equivalent work experience. Experience:Must possess at least 3-5 years call center experience. S kills/Knowledge/Abilities:
Demonstrated knowledge of products, utilization, installation, specifications and codes/standards associated with the industry.
Requires strong organizational and time management skills, close attention to detail and be able to effectively handle multiple priorities.
Must possess strong analytical skills and the ability to identify trends and establish proactive corrective actions.
Must have 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.
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.
Company InfoAbout 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 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. Through commitment to innovation and quality, EWS maintains the position of industry leader in wire and cable management and wiring devices categories, specializing in raceways, flexible floor, open space and outdoor power solutions, wire mesh cable trays and systems, and designer switches and outlets. With this comprehensive offering, EWS serves a range of exciting vertical markets, including commercial office and commercial interior, data centers, education, healthcare, hospitality, manufacturing, mixed-use developments and residential. 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 LocationUS-NY-SyracusePositions 1Category Customer Service
