Product Support Specialist

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Reporting to C&I Engineering Manager, the Technical Support Coordinator is an interesting and multi-faceted rolewith the opportunity to develop responsibilities for functions of the technical department, and to develop arounded technical understanding of the Burndy product portfolio. The purpose of the role is tosupport all activities relating to the functions of the technical department. The Technical Coordinator will create,manage and maintain a range of documentation as well as providing all co-ordination support for Research &Development, Design Engineering and Product Sustaining.

Furthermore, this role will play a key role in ensuring that the sales teams and our customers are well supported with technical documentation and first-class communication.

Every day at Hubbell is different and you’ll contribute in many ways. On any given day, you’ll make a difference by:

• Streamlining support processes, optimizing workflows, and implementing best practices for issue resolution
• Conducting and coordinating training sessions for support staff to enhance technical skills and knowledge
• Answering technical inquiries and troubleshoot requests
• Initiating appropriate telephone follow up to ensure complete customer and employee satisfaction
• Emailing and communicating technical support documentation to customers such as CAD files and technical documentation
• Reporting customer contact information, service issues, and summarizing
• Creating and maintaining documentation for troubleshooting procedures, FAQs, and solutions for common issues
• Point of contact for general Technical Support, managing support lines and technical support email
• Coordinating with other departments to relay feedback, suggest improvements, or resolve complex issues
• Generating reports on support metrics, performance, and areas for improvement to enhance overall support efficiency
• Assist sales with completion of technical specifications
• Creation and maintenance of Technical procedural documentation

• Associate’s Degree IT or related field or sales experience (required)
• 1-3 years of previous technical support experience (required)
• Experience with standard office productivity products such as Microsoft Word, Excel, Access and PowerPoint;
  Oracle PL/SQL; UNIX/Linux (required)
• Familiarity with troubleshooting hardware and software issues, knowledge of operating systems, and experience with help desk or ticketing systems
• Advanced written and verbal communication skills
• Ability to communicate detailed technical information to an audience with various levels of technical understanding
• Able to meet deadlines and thrive in a constantly changing and fast-paced work environment

Hubbell creates critical infrastructure solutions that power our customers, communities, people and the planet. Our company is strategically aligned around enabling grid modernization and electrification. As more products plug in to an aging grid, Hubbell solutions enable the transition to a more reliable, resilient and efficient energy infrastructure. Founded in 1888 our innovation has made us a leading global manufacturer of high quality electrical and utility solutions enabling customers to operate critical infrastructure reliably and efficiently.

The company operates in two segments. Hubbell Utility Solutions (HUS) enable the grid to conduct, communicate and control energy across utility applications and Hubbell Electrical Solutions (HES) are essential to managing power across a wide range of industries and applications. Our vertical market solutions can be applied to markets including Data Centers, Renewables, Commercial Buildings, Industrial, Telecom and…