Technical Support Representative I

At a Glance

Legrand has an exciting opportunity for a Technical Support Representative I to join the Electrical Infrastructure division in West Hartford, CT

Respond to technical questions concerning products and their applications for the sales force, distributors, and end-users within established service levels to ensure that customer technical product issues are addressed.

What Will You Do?

• Organization: Individual Contributor Competency Model

• Main Interface: Internal - product managers, manufacturing, quality, and engineering. External - customers, distributors • Budget: Manages defective replacement parts budget to actual.

• Main Job Duties:

1. Process product complaints, enter complaints into the database as required, and ensure appropriate customer response to product complaints in accordance with company procedures. Identify product quality issues and trends and communicate them to appropriate internal resources so that the issues can be assessed and appropriate corrective action taken. Review complaint collection and customer communication processes for improvements.

2. Manage the development and update of the cross-reference database, web Q&A’s, technical information, etc. Support the development of field programs such as product training courses, ‘how-to’ tips, and competitive analysis by providing feedback to developers.

3. Provide third-party certifications and other technical support and documentation to customers as required.

4. Provide occasional review of new product prototypes for function and ease of installation. In addition, based on customer requests received, provide feedback to Product Managers and the engineering team on product gaps or ideas for product design changes.

5. Perform related project assignments as determined by the ongoing needs of the Marketing Department as directed by the manager.

6. Travel may be necessary, but is expected to be infrequent, if at all.

7. Perform other similar and related duties as required.

Education & Experience

• Education: BS in engineering or related technical field or equivalent education and experience • Experience: 0-2 years of experience in the electrical industry in a customer or technical support role, engineering, or electrical contracting

Skills/Knowledge/Abilities

• Comprehensive knowledge of all products, their applications, the codes and standards that govern their use, and user preferences regarding installation techniques (hands-on use).

• Ability to troubleshoot application questions and quality problems and to train others in proper technique. Ability to communicate effectively with customers and resolve problems.

• Ability to work independently, assess the severity of the product complaint, and use judgment to determine when to escalate issues to the manager, product liability, or a related internal resource.

• Strong computer skills, proficient with word processing, spreadsheet and presentation software, e-mail, and meeting management software. Ability to use the internet and web-based resources efficiently and effectively.

• Ability to communicate effectively both in written format and oral presentation. Ability to create effective reports, presentations, and business correspondence.

• Must be an effective listener, able to maintain focus, extract necessary information, and validate understanding of the information.