Thank you for your interest in becoming part of the team at Legrand!

GENERAL PURPOSE

The Product Application Engineer is responsible for providing high-level technical support and diagnosis of the Company's products and resources to customers and sales team members placing inquiries via phone, email or other communication channels to ensure that the proper products are specified into projects, as well as resolving issues or problems that arise. This position supports new product development by acting as a liaison between the product development team, sales team, and customer support.

DUTIES AND ACCOUNTABILITIES

• Act as the technical expert for the Company's products, assisting customers and technical support

specialists in the configuration, installation and troubleshooting of products

• Collaborate with the Marketing Department to post accurate and timely technical information on the website
• Provide expert product advice to Customer Care team regarding the company's products in coordination with product management and product development teams in support of customer needs
• Provide system design support that requires pre and post sales assistance, analyzing and managing customer project risk and ensuring customer satisfaction
• Deep understanding of power, power sequencing, and power distribution for various applications including audio video, data, broadcast and security

• The primary recipient of customer calls that fall outside of the normal day-to-day technical product/application questions with a focus on tier two and three tech support
• Proactively research and initiate solutions to remedy problems from our customers and sales
• Perform software/hardware validation for current and future products
• Act as a primary technical resource to Customer Care team members regarding technical and application queries.
• Respond to customer non-technical problems in a timely fashion

• Identify opportunities to cross-sell or up-sell products from customer-initiated contacts
• Enter customer feedback tickets into SAP on a timely and consistent basis, regarding the types of calls and inquiries being received
• Maintain current knowledge of company products and processes through training and other available resources

• Understand workplace hazards and take steps to proactively prevent and report hazards or injuries in the workplace. Cooperate in safety programs, initiatives, and investigations.
• Demonstrate our core values of Customer, People, Integrity, Teamwork, Continuous Learning & Improvement, and Empowerment & Accountability

JOB REQUIREMENTS

Essential Knowledge, Skills and Abilities Required:

• High degree of mechanical aptitude and knowledge of technical needs in the AV field
• Ability to interpret standards, specifications, procedures, drawings, and other technical documentation
• Analytical ability to make accurate product feature comparisons
• Ability to multi-task and manage several duties simultaneously is essential
• Demonstrated customer-focus orientation

• Outstanding listening, comprehension and oral/written communication - including grammar, spelling, punctuation and writing composition skills
• Strong attention to detail, organization and follow-through skills
• Strong problem-solving skills
• High degree of professionalism including flexibility and willingness to change schedules to meet customer needs
• Proven ability to work independently and as a member of a team

• High degree of confidence and resourcefulness
• Proven reliability - attendance and punctuality
• Advanced personal computer skills including prior use of standard functions with word processing, spreadsheet and e-mail packages
• Strong 10-key and keyboarding skills

Minimum Education and Experience Required:

• Associates or technical degree with a minimum of two (2) years of experience in a position requiring interpretation of technical drawings or product specifications, or a combination of relevant education and experience
• CTS Certification

Special Job Requirements:

• Must be available for extended, varied work hours based on business need

Preferred Qualifications:

• Bachelor's Degree in engineering or technical field

• Previous experience with SAP application and contact management (ACD) system

WORKING CONDITIONS/PHYSICAL DEMANDS

• While performing the duties of this job, the employee is regularly required (for the majority of the working day) to sit and make coordinated movements of the fingers for data entry on a keyboard.
• Ability to lift up to 50 pounds with assistance
• General office and product/manufacturing environment
• Long-distance or air travel as needed - not to exceed 10% travel

Note: Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Legrand is proud to be an Equal Opportunity Employer. You will be considered for this position based upon your experience and education, without regard to race, color, religion, age, sex, national origin, sexual orientation, ancestry; marital, disabled or veteran status. We are committed to creating and maintaining a workforce environment that is free from any form of discrimination or harassment.

If you'd like to work in a fun, creative, business-casual environment that offers a comprehensive benefit package, we encourage you to apply!

Legrand is an equal employment opportunity employer.

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