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Technical Services Representative I

2 months ago

Melville New York, United States Leviton Manufacturing Full time
About Leviton Manufacturing

At Leviton Manufacturing, we design and develop innovative solutions for everyday spaces, from electrical to lighting, to data networks, and energy management. With over 115 years of history, we strive to create thoughtful solutions that make our customers' lives easier, safer, more efficient, and more productive. We recognize that our people are our greatest asset. We foster a culture of collaboration, innovation, and continuous improvement.

Job Summary

The Technical Services Representative (TSR) is a key member of our customer support team, responsible for providing technical assistance to internal and external customers via various communication channels. The TSR will recommend solutions based on the technical nature of the inquiry and provide feedback to improve products and training. This position will also be responsible for identifying possible quality control issues and opportunities to improve efficiencies that enhance the customer experience.

Responsibilities
  • Respond to technical inquiries on Leviton product lines via various media channels, including phone, email, live chat, and web inquiries.
  • Troubleshoot and resolve installation problems as described by the customer/caller and escalate where necessary to other functions within the organization.
  • Ensure timely responses to all technical inquiries, which may come from field sales, customer service, distributors, homeowners, contractors, specifiers, architects, etc., regarding product information, specifications, and applications of new and existing products.
  • Provide assistance with competitive cross-reference requests when needed.
  • Help specify Leviton products, inclusive of answering questions concerning installation or use, according to individual customer needs.
  • Support the company's quality program by vetting customer concerns and entering quality concern tickets as needed.
  • Collaborate with and provide critical feedback to management about Leviton product, training needs, and departmental improvements to help improve efficiencies.
Qualifications
  • Excellent oral and written communication and interpersonal skills.
  • Excellent technical problem-solving skills.
  • Experience with residential lighting, automation, control, audio/video, telecommunications, and/or data communications highly preferred.
  • Sense of ownership, sound judgment in analyzing and recommending solutions.
  • Fluent in Spanish a plus.
  • Able to work under general supervision.
  • Creative, innovative, resourceful, and able to think independently.
  • Ability to use the internet as a resource.
  • Analytical ability.
Education & Experience
  • 4-year undergrad degree or Associates degree from an accredited institution preferred.
  • Trade or technical school certificate.
  • 1-2 years customer service and/or product support experience required (electrical industry preferred).
  • Experience in handling customer on-line reviews, ratings, and questions from third-party websites.
  • Technically savvy with installing apps (Android and Apple devices), WiFi, Zigbee, Bluetooth, and Z-Wave devices is a plus.
  • Salesforce Service Cloud experience.