Product Technical Support Specialist Wiring Devices

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discounts
• Health insurance
• Opportunity for advancement
• Paid time off
• Vision insurance

• Health, Dental, Vision and Life/AD&D insurance
• Career Advancement Opportunities
• Great Company Culture

The Product Technical Support Specialist provides technical support and troubleshooting for wiring devices including receptacles, GFCIs, USB outlets, switches, dimmers, sensors, wall plates, and related accessories. This role supports internal teams (Sales, QA, Operations) and external customers (distributors, contractors, inspectors) to ensure correct product application, installation success, and code compliance.

• Working knowledge of residential and commercial wiring devices
• Understanding of line-voltage vs low-voltage applications
• Basic knowledge of single-phase electrical systems (120/240V)
• Ability to read wiring diagrams and installation schematics
• Familiarity with electrical terms used by contractors and distributors

Hiring Standard:
Can troubleshoot common wiring device issues and explain solutions clearly.

• Respond to technical inquiries professionally and accurately
• Use a strong troubleshooting process to identify installation issue vs product issue vs application mismatch
• Ask the right diagnostic questions and recommend the correct next steps

Hiring Standard:
Can handle customer problems without escalating unnecessarily.

• Clear verbal communication with contractors/electricians, sales teams/distributors, and internal engineering/QA teams
• Strong writing skills for emails, FAQs, troubleshooting guides, and installation support instructions

Hiring Standard:
Can translate technical information into simple language for the field.

• Calm and professional behavior under pressure
• Accountability and follow-through on cases
• Strong attention to detail and documentation

Hiring Standard:
Handles escalations professionally and documents outcomes.

• Technical background in electrical engineering, construction/field electrical work, or technical support/product support
• Experience with wiring devices, lighting controls, or electrical accessories
• Familiarity with UL/ETL listings and NEC requirements (GFCI, AFCI, TR, WR, etc.)
• Knowledge of Title 24 / energy code basics (if applicable)
• Experience supporting sales channels or distributor networks

• Answer technical inquiries regarding product selection, compatibility, wiring methods, and installation applications
• Troubleshoot product performance questions and identify root cause (installation vs product defect vs misuse)

• Review and update installation instructions, wiring diagrams, spec sheets, cut sheets, FAQs, and troubleshooting materials
• Support internal training for sales reps, customer service teams, and distributor/partner audiences
• Assist with technical content for presentations, product launches, and training materials

• Provide guidance on NEC compliance topics and UL/ETL certification interpretation
• Escalate to compliance/engineering when clarification is required

• Work with product management on feature clarification and improvements
• Partner with QA on field failure analysis
• Coordinate with operations on product changes, revisions, or substitutions
• Support sales on technical objections and product positioning

• Log and track technical cases and recurring issues
• Identify trends (installation confusion, recurring complaints, misuse)
• Recommend corrective actions such as instruction updates, labeling changes, and training refreshes

• Strong product knowledge (not only theory)
• Field-awareness of real jobsite installation conditions
• Ability to bridge communication between engineering/QA teams and contractors/distributors/end users
• Patience, accuracy, and attention to detail
• Willingness to learn new codes and product changes continuously