Technical Product Support Manager at Legrand North America (Hartford, CT)

| Hartford, CT
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Position Description

At a Glance

Legrand has an exciting opportunity for a Technical Product Support Manager to join the Wiremold Team in West Hartford, CT to manage Technical Support representatives supporting Wiremold products. Field technical questions concerning products and their applications for the sales force, distributors, and end-users of all of the company's products within established service levels to ensure that customer technical product issues are addressed.

What Will You Do?

Main Activities:

Organization: Team Leader Competency Model

Main Interface: Interfaces with customers, outside sales, product managers, manufacturing, quality and engineering.

Budget: Assist with managing budget vs. actual through defective parts replacement decisions.

Main Job Duties:
  1. Provides day to day operational leadership, guidance, development, and motivation to the technical support team to achieve superior results and accomplish overall business objectives. Monitors employee and team performance in relation to established standards. Schedules technical support daily duties. Approves team member vacation and PTO while ensuring adequate work coverage. Also supports hiring, coaching, and developing talent.
  2. Provide backup to the team during high volume or low staffing periods. This can include answering customers' technical questions by phone, e-mail, live chat, and Salesforce.
  3. Manage the development and maintenance of the Wiremold Knowledge tool.
  4. Manage the development and update of other customer self-service tools, such as cross-reference databases, product selection flowcharts, etc.
  5. Develop and deliver product and customer experience training for new Technical Support and Customer Support representatives.
  6. Ensure that the team provides 3rd party certifications and other technical support and documentation to customers as required.
  7. Provide occasional review of new product designs for function and ease of installation. In addition, based on customer requests received, provide feedback to Product Managers and engineering team on product gaps or ideas for product design changes.
  8. Perform related project assignments as determined by the ongoing needs of the Marketing Department as directed by manager.
  9. Performs other similar and related duties as required.


Qualifications

Required Skills

Education:
  • Bachelor's degree or equivalent.

Experience:
  • 5+ years of experience in the electrical industry in a customer or technical support role, engineering, or electrical contracting.

Skills/Knowledge/Abilities:
  • Comprehensive knowledge of Wiremold products, their applications, the codes and standards that govern their use, and experience with user preferences regarding installation techniques.
  • Ability to proactively develop and implement processes that improve the team's productivity and customer experience.
  • Ability to handle product application questions and to train others in proper technique. Ability to communicate effectively with customers and resolve problems.
  • Ability to resolve conflicts within the team regarding work scheduling and attendance.
  • Excellent communication skills, solid presentation skills, good written communicator.
  • Able to work independently, assess the severity of product complaints and use judgment to determine when to escalate issues to product manager, quality control or other related internal resource.


Company Info

About Legrand

Every single day, Legrand brings power, light and data to millions of spaces around the world. Legrand is a global, publicly-traded company listed on the Euronext (Legrand SA EPA: LR) with 36,000 employees worldwide, a market cap of $16B, revenue of more than $5 billion, with products sold in 180 countries. Legrand is listed on the Forbes Global 2000 as one of the world's best employers. For more information, visit legrand.com.

About Legrand North and Central America

Legrand North and Central America (LNCA) employs over 5,000 associates in 60 locations, working in 6 product categories (Electrical Wiring Systems, Building Control Systems, AV, Data Communications, Power Distribution and Control, and Lighting). LNCA offers comprehensive medical, dental and vision coverage. LNCA offers distinctive benefits like high employer 401K match, above-benchmark paid maternity leave, paid time off to volunteer, and an active women's network. LNCA is an employee-centered, growth company with tremendous opportunity. For more information, visit legrand.us.

About Legrand's Electrical Wiring Systems Division

Legrand's Electrical Wiring Systems (EWS) division provides the most complete line of residential, commercial and industrial electrical wiring devices in the world. EWS has strong market positions in wiring devices, raceway, floor & open space, overhead systems, pro-installed home systems and specialty networking across a number of exciting verticals including industrial food and beverage, hospitality and residential builders. For more information, visit legrand.us/electrical wiring devices

http://www.legrand.us

http://www.youtube.com/legrandna

http://www.linkedin.com/company/44580

http://twitter.com/legrandNA

Equal Opportunity Employer
More Information on Legrand North America
Legrand North America operates in the Energy industry. The company is located in West Hartford, CT. Legrand North America was founded in 2002. It has 2130 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Dental Benefits, Vision Benefits, Health Insurance Benefits, Life Insurance and 401(K). To see all 11 open jobs at Legrand North America, click here.
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