Technical Support Representative I

Technical Support Representative I supports Legrand Group’s Electrical Infrastructure division in West Hartford, CT by answering product and application questions and handling technical issues within established service levels.

Responsibilities

• Process product complaints, enter complaints into the required database, and ensure customers receive appropriate responses in line with company procedures.
• Detect product quality issues and emerging trends and share findings with the appropriate internal teams for assessment and corrective action.
• Review complaint intake and customer communication workflows and recommend improvements.
• Develop and maintain the cross-reference database, web Q&As, and technical information (and similar technical resources).
• Contribute feedback to support the creation and updating of field programs such as product training courses, “how-to” tips, and competitive analysis.
• Provide third-party certifications plus other technical support and documentation to customers as needed.
• Occasionally review new product prototypes for function and ease of installation.
• Based on customer requests, provide feedback to Product Managers and the engineering team regarding product gaps or ideas for design changes.
• Complete related project assignments as directed to support the ongoing needs of the Marketing Department.
• Perform other similar and related duties as required.

Requirements

• Comprehensive product knowledge: all products, their applications, the codes and standards governing their use, and installer/user preferences for hands-on installation techniques.
• Ability to troubleshoot application questions and quality problems, including training others in correct techniques.
• Strong customer communication skills to resolve technical problems effectively.
• Ability to work independently, evaluate complaint severity, and apply judgment to escalate to the manager, product liability, or a related internal resource.
• Strong computer skills, including proficiency with word processing, spreadsheet, presentation, email, and meeting management software.
• Efficient use of the internet and web-based resources.
• Effective written and oral communication, including the ability to deliver presentations.
• Ability to create clear reports, presentations, and business correspondence.
• Active listening skills: maintain focus, extract necessary information, and validate understanding.

Technical Tools & Systems

• Word processing
• Spreadsheet software
• Presentation software
• Email
• Meeting management software
• Internet and web-based resources
• Cross-reference database
• Web Q&As
• Technical information database

Collaboration & Scope

• Individual Contributor in the Organization: Individual Contributor Competency Model.
• Main interface (internal): product managers, manufacturing, quality, engineering.
• Main interface (external): customers, distributors.
• Budget: manages defective replacement parts budget to actual.

Travel

• Travel may be necessary, expected to be infrequent, if at all.

Education & Experience

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

Benefits

• Comprehensive medical, dental, and vision coverage
• High employer 401K match
• Paid time off (PTO) and holiday pay
• Short-term and long-term disability benefit plans
• Above-benchmark paid maternity and parental leave
• Bonus opportunities in accordance with the Company’s incentive plans
• Paid time off to volunteer
• Active/growing Employee Resource Group network