At a Glance
Legrand has an exciting opportunity for a Technical Product Support Rep II to join the AV - Resi Team in Middletown, PA. The successful candidate will be 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 and manufacturing in support of current and future product design. Develop advanced product knowledge to support more complex customer calls and to train and teach others how to work with, install and configure products.
What Will You Do?
Using a variety of communication vehicles (phone, e-mail, web-site and related), assist in understanding applicable products, components and systems for a wide range of customers. Provide detailed related support covering the installation, operation, maintenance, and troubleshooting of products. Design, layout and configure bill of materials covering complete product solutions for the 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 detailed problem resolution/solutions that can be passed to the Engineering Development team. Participate in design verification testing of new products and solutions when needed. Provide over the phone and on-site support to resolve outstanding product issues in rare escalated cases. Performs other similar and related duties as required.
High School completion required
Associates Degree in Data Networking or Electronics highly preferred
Cisco or Microsoft certifications highly desired
CEDIA certification a plus
Must possess a minimum of 3 years of call center experience; 5 years preferred
Experience in Internet of Things (IoT), audio, data networking and/or a data networking related field a plus.
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 must be able to effectively handle multiple priorities.
Candidate must be able to effectively communicate product knowledge across the team. That may include mentoring and helping tier 1 technicians to achieve call resolutions they may not otherwise be able to achieve themselves.
Candidate must possess strong analytical skills, ability to identify trends and establish proactive corrective actions.
Candidate must possess exceptional customer service skills and a strong customer focus while being able to converse in a congenial tone and informative manner.
Strong computer skills are necessary. Proficiency with word processing, spreadsheet/presentation software, e-mail and meeting management software also needed.
Ability to use internet and web-based resources efficiently and effectively.
Strong understanding of Internet of things (IoT) products, networking and network related products such as routers, access points, network audio systems, IP cameras and more.
Solid understanding of audio/video equipment such as audio amplifiers, speakers, Ohm's Law, resistance, structured & low voltage wiring and custom integration.
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.
Possess a strong knowledge base on Troubleshooting path logic.
Home and/or Car Audio background highly desirable.
Salesforce usage background highly desirable.
Every single day, Legrand brings power, light and data to millions of spaces around the world. Legrand is a global, publicly-traded company listed on the Euronext (Legrand SA EPA: LR) with 36,000 employees worldwide, a market cap of $16B, revenue of more than $5 billion, with products sold in 180 countries. Legrand is listed on the Forbes Global 2000 as one of the world's best employers. For more information, visit legrand.com.
About Legrand North and Central America
Legrand North and Central America (LNCA) employs over 5,000 associates in 60 locations, working in 6 product categories (Electrical Wiring Systems, Building Control Systems, AV, Data Communications, Power Distribution and Control, and Lighting). LNCA offers comprehensive medical, dental and vision coverage. LNCA offers distinctive benefits like high employer 401K match, above-benchmark paid maternity leave, paid time off to volunteer, and an active women's network. LNCA is an employee-centered, growth company with tremendous opportunity. For more information, visit legrand.us.
About Legrand's Audio Video (AV) Division
The AV brands of Legrand are a leading global provider of innovative mounting and display solutions for various audio visual technologies. Our innovative products, sold principally under the Chief, Da-Lite, Middle Atlantic, Projecta, Sanus, and Vadd