Technical Product Support

• Receive inbound technical-related phone calls and emails
• Walk customers through the necessary steps to find resolutions
• Generate supporting documentation for technical product-related inquiries
• Assist with advanced sales support for product-related inquiries
• Collaborate with the RMA department on warranty claims processing
• Work directly with Product Managers and Engineering to ensure product data is correct and updated
• Work directly with management to create and maintain timelines with internal and external product team affiliates
• Help bring new and innovative products to market while offering technical support

• Associate’s degree in engineering, business, or commensurate experience in customer relations, technical support, and/or a product development role
• Knowledge of CAD or architectural drawing software preferred
• Electrical, electronic, or lighting-related product knowledge is a plus
• Effective listening and problem-solving skills
• General deductive reasoning and systematic troubleshooting skills
• Understanding of mobile applications and controls
• Knowledge of customer service principles and practices for handling customer queries by phone
• Experience with warranty and complaint processing
• Strong work ethic and sense of urgency
• Ability to take initiative and accomplish goals
• Ability to understand technical products
• Ability to manage projects from conception to delivery
• Exceptional organizational skills and keen attention to detail
• Must be located on Eastern Standard Time
• Able to travel to headquarters in Lansdale, PA, during the first week for onboarding and training

Demonstrates expertise in customer relations and technical support, with a strong understanding of product development processes and the ability to manage projects effectively. Proficient in utilizing CAD or architectural drawing software and knowledgeable in electrical, electronic, or lighting-related products.

• Customer Service Principles
• Technical Support Experience
• Project Management
• CAD Software Knowledge
• Problem-Solving Skills

• Technical Support
• Project Management
• CAD Software
• Electrical Product Knowledge
• Systematic Troubleshooting

• Effective Listening
• Attention to Detail
• Strong Work Ethic
• Initiative
• Organizational Skills

• Associate’s Degree in Engineering
• Associate’s Degree in Business

• Warranty Processing
• Customer Queries
• Product Development
• Technical Products
• Sales Support

• Architectural Drawing Software
• Mobile Applications