Product Support Representative - Decatur, GA

Acuity Inc. (NYSE: AYI) is a market-leading industrial technology company that designs, manufactures, and markets products and services across its two business segments – Acuity Brands Lighting (ABL) and Acuity Intelligent Spaces (AIS). The company focuses on customer outcomes, sustainability, and innovation to drive market share and deliver superior returns.

Work location:

This position requires on-site presence in Decatur, GA, following a hybrid work model.

The Product Support Representative is a critical member of a high‑energy, collaborative team. In this role you will maintain the integrity of our specialty brand’s product line, provide unmatched customer journeys through deep product knowledge, and act as the bridge between customer‑facing documentation and internal teams such as New Product Development, Sustaining Engineering, Marketing, Product Management, and Sales Representatives.

• Contribute to product life‑cycle management, from creation to discontinuation.
• Collaborate with cross‑functional teams to ensure effective communication and resolution of product concerns and modification requests (RFD/RFA).
• Provide expert product support, addressing escalations from front‑line customer service and technical support teams.
• Assist with product validation, application guidance, technical data, product functionality, and replacement parts inquiries.
• Maintain and update product literature, including spec sheets and other forward‑facing documents.
• Create and sustain product lines within Product Data Management (PDM), including accurate attributing maintenance, sustaining product configurator for validation, pricing, lead times, assemblies, and imagery.
• Manage warranty deviations process (RFWD), bill of material verifications, and work queue items.

• Bachelor’s Degree OR equivalent work experience.
• 3–5 years of product/customer support experience.
• Experience should demonstrate success in prior roles with emphasis on project ownership and completion.
• Ability to work on multiple projects/processes simultaneously.

• Prior experience in lighting products and customer support.
• Excellent collaboration and communication abilities.
• Solid understanding of lighting fundamentals.
• Strong desire to work in a start‑up environment.
• Strong project management skills and ability to meet deadlines.
• Attention to detail and problem‑solving skills.
• Strong sense of ownership and initiative.
• Self‑starter mentality with a strong work ethic, able to work independently and in a collaborative team.
• Understanding of Acuity Brands product lines (Holophane, American Electric, Industrial, Life Safety, Commercial Lighting, etc.).
• Understanding of Acuity Agile Business Systems (RFD/RFA, Drawing Requests, Quotes, Work Queue, Order Management, etc.).
• Proficiency in Microsoft Office 365 Suite, PDF editor, Power BI, etc.

1–10%

The range for this position is $66,500.00 to $, depending on experience and geographic location. Acuity offers generous benefits including health, dental, and vision plans, a 401(k) plan, and commissions/incentive compensation for the role.

We value diversity and are an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, color, age, gender, sexual orientation, gender identity and expression, ethnicity or national origin, disability, pregnancy, religion, covered veteran status, protected genetic information, or any other characteristic protected by law.

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