At a Glance
Legrand has an exciting opportunity for a Technical Support Specialist to join the Server Technology Team in Reno, NV.
The Technical Support Specialist will provide post-sale technical support for our customers. This position will answer questions and resolve problems with hardware, software, and firmware. This position ensures that all assigned duties are performed quickly, efficiently and according to the established departmental and company policies, procedures and goals.
What Will You Do?
Effectively communicate procedural and technical issues to internal and external customers in a fast paced and customer critical environment.
Facilitate timely resolution of customers' problems by logging and maintaining status of problems and their associated resolutions using SalesForce CRM and other systems.
Lead efforts in facilitating problem recreation and failure analysis of systems level issues. Recommends and utilizes a wide variety of test equipment, diagnostic tools and techniques used in problem resolution. Provide documentation and direct feedback to Technical Specialists, Engineering Managers, Sales and other Raritan Technical Support co-workers as appropriate.
Managing multiple customers and customer support cases.
Provide guidance, assistance, coordination and follow up on client questions and problems.
Diagnose, identify, and resolve problems with hardware, firmware, and software, in a timely and professional manner via telephone and email communication, and on-site support that meets established SLA's.
Answer incoming support phone calls from users around the world.
Inform management of potential problems and identify problem trends.
Attend required Tech Support meetings.
Train other departments on new product features and functionality.
Provide updates, status, and completion information to manager, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication.
Collaborate with a wide variety of functional areas such as sales, engineering, marketing, manufacturing, and operations to develop and provide product definitions responsive to customer needs and market opportunities.
Promote positive company user relations by projecting a courteous, helpful attitude and assisting employees when appropriate.
Perform other duties as assigned.
Education: Bachelor's degree from four-year College or University or comparable experience or related field; or equivalent combination of education and experience.
Experience: A minimum of 2 years providing technical support to a variety of customers in information technology industry, data center industry experience preferred.
Computer proficient with knowledge of Microsoft Office products (Word/Excel/Outlook/PowerPoint), experience with Salesforce.com and Epicor preferred.
Effective oral and written communication skills with the ability to provide information across multiple groups in the Company including Finance, Engineering, Marketing, and Sales.
Strong organizational skills, attention to detail and the ability to work independently.
Strong familiarity and fluency with network configuration, integration and diagnostics (focus on TCP/IP and HTTP(s)).
Experience troubleshooting electro-mechanical equipment at hardware, firmware, software and network interface level.
Effective oral and written communication skills with the ability to provide information across multiple groups in the Company including Engineering, Marketing, and Sales.
Strong organizational and planning skills and the ability to work independently.
Project management skills including planning, organizing, and coordinating tasks.
Capable to read and understand wiring diagrams and layout drawings to assist in product failure review.
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,