Technical Customer Support Representative

Position Description

At a Glance

Legrand has an exciting opportunity for a Technical Support Rep II to join the Building Control Systems Team in Richardson, TX. The successful candidate under general supervision, provide primary point of contact for all product related support requests and general product questions/applications and troubleshooting. Assist in providing product related feedback to the technical support management, engineering, and manufacturing groups 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) assist the customer in understanding the products, systems, integration, installation, and operation or our lighting control systems.
• Provide excellent technical support including remotely diagnosing issues, answering questions, -, assist with 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 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.

Qualifications

Required Skills

 

Education:

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

Experience:

• Two to four years phone or technical support experience preferred.

Skills/Knowledge/Abilities:

• Strong knowledge of basic networking (IP schemes, ports, network switches, etc.).
• Electrical, lighting and building controls experience preferred.
• Knowledge of Windows OS and file structure as well as the ability to troubleshoot OS and compatibility issues.
• Ability to communicate technically complex topics to both technical and non-technical end users.
• Ability to troubleshoot application and installation questions and quality problems and to train others in proper technique.
• Ability to communicate effectively with customers and resolve problems in a timely manner.
• 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 and software skills, proficiency using e-mail, meeting management and CRM 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

 

Company Info

About Legrand

Legrand is the global specialist in electrical and digital building infrastructures. Our comprehensive offering of solutions for residential, commercial, and data center markets makes us a benchmark for customers worldwide. We harness technological and societal trends with lasting impacts on buildings with the purpose of improving life by transforming the spaces where people live, work, and meet with electrical and digital infrastructures and connected solutions that are simple, innovative, and sustainable. Legrand is a global, publicly traded company listed on the Euronext (Legrand SA EPA: LR). For more information, visit www.legrandgroup.com/en

 

About Legrand North and Central America

Legrand, North & Central America (LNCA) is a leader in the AV, Lighting & Controls, Electr