Responds to all technical inquiries on Leviton product lines via all media channels: e.g., telephone, email, chat, and / or web, as directed by management Communicates problems and needs of the customer / caller to other functions within the organization, e.g. marketing, sales, product managers, engineers, quality assurance, etc. Ensures the timely response to pre and post-sale caller questions of a technical nature; these questions may come from; field sales, customer service, distributors, hom... more details
About Leviton At Leviton, we build what's next to light, power, and connect everyday spaces, from electrical to lighting, to data networks, and energy management. With over 115 years of history, Leviton develops thoughtful solutions that help make its customers' lives easier, safer, more efficient, and more productive. We recognize that our people are our greatest asset. We ASK questions, EMBRACE challenges, SEEK new perspectives, and ANTICIPATE what comes next. It's about each person bringing skills and passion to a challenging and constantly changing world. About the role Technical Support Representative II (TSR II) is responsible for assisting Department Manager / Supervisor, Applications Engineering and Customer Service departments in responding to customer needs. The TSR II will be the primary contact for answering basic and complex technical customer questions and recommending solutions relative to Leviton products. This position works under moderate supervision, and participates in special projects as directed by management. Responsibilities Responds to all technical inquiries on Leviton product lines via all media channels: e.g., telephone, email, chat, and / or web, as directed by management Communicates problems and needs of the customer / caller to other functions within the organization, e.g. marketing, sales, product managers, engineers, quality assurance, etc. Ensures the timely response to pre and post-sale caller questions of a technical nature; these questions may come from; field sales, customer service, distributors, home owners, contractors, Specifier, architects, etc. Communicates related product issues with sales force, customers, end users and various areas within the Leviton organization, regarding product information, specifications and applications of new and existing products Manage cross reference requests Help specify Leviton products, inclusive of answering questions concerning installation or use, according to individual customer needs Aid customer service by supporting customer technical caller requirements (Eliminated basic reqt’s) Assists Applications Engineers in resolving technical issues such as Corrective Action Reports, Specification Review, and Design Review Supports divisional and cross-functional special projects as directed by management Support the company’s quality program Maintain support programs and databases as directed by management Coordinate with the Supervisor/Manager on daily emails Additional duties as assigned by management Qualifications Familiarity with appropriate industry standards Excellent communication oral and written, Interpersonal skills Excellent technical problem solving skills 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 Technologically savvy Analytical ability Education & Experience Associate’s Degree from an accredited institution preferred Minimum 3 years’ customer service and/or product support experience required Experience in technically related industry preferred Experience with residential lighting, automation, control, audio/video, telecommunications and/or data communications highly preferred What We Offer Comprehensive benefits include: Medical, dental, and vision insurance programs 401K plans with employer-matching contributions Tuition reimbursement PTO Paid holidays Volunteer time off For more information about benefits, please go to: https://careers.leviton.com/benefits Leviton is an EEO/AA Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions. #LI-AO1
