Technical Support Manager
About the role
The Technical Support Manager will manage technical service-related operations for an organization supporting Wiremold products. Responsibilities include providing day-to-day operational leadership, guiding and developing the technical support team, scheduling duties, and addressing customer technical product issues.
Responsibilities
- Provides day-to-day operational leadership, guidance, development, and motivation to the technical support team to achieve superior results and accomplish overall business objectives.
- Maintains employee and team performance in relation to established standards.
- Schedules technical support daily duties.
- Supports hiring, coaching, and developing talent.
- 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.
- Designs and implements improved process or operational policies.
- Recommends changes to products or services to fulfill customer needs.
- Provides backup to the team during high volume or low staffing periods, including answering customers’ technical questions by phone, e-mail, live chat, and Salesforce.
- Manages the development and maintenance of the Wiremold Knowledge tool.
- Manages the development and update of other customer self-service tools, such as cross-reference databases, product selection flowcharts, etc.
- Develops and delivers product and customer experience training for new Technical Support and Customer Support representatives.
- Ensures that the team provides 3rd party certifications and other technical support and documentation to customers as required.
- Performs occasional review of new product designs for function and ease of installation, and provides feedback to Product Managers and engineering team on product gaps or ideas for product design changes.
- Performs related project assignments as determined by the ongoing needs of the Marketing Department as directed by manager.
Requirements
Comprehensive knowledge of Wiremold products, their applications, the codes and standards that govern their use, and experience with user preferences regarding installation techniques. Education requirements typically include a bachelor's degree or equivalent experience, with 5-7 years' experience in the electrical industry in a customer or technical support role, engineering, or electrical contracting. Supervisory experience may be required.
Qualifications
- Requires a bachelor's degree or equivalent experience.
- Experience typically requires 5-7 years' experience in the electrical industry in a customer or technical support role, engineering, or electrical contracting.
- Extensive knowledge of the function and department processes.
Skills/Knowledge/Abilities
- Customer Support
- Inquiry Research/Response
- Issue Resolution
- Problem Analysis
- Software Troubleshooting
- Systems Troubleshooting
- Technical Project Management
About Legrand
Legrand is the global specialist in electrical and digital building infrastructures. As a leader in the AV, Lighting & Controls, Electrical, and Data Center markets, Legrand offers comprehensive medical, dental, and vision coverage, as well as distinctive benefits like a high employer 401K match, paid time off (PTO) and holiday pay, short-term and long-term disability benefit plans, above-benchmark paid maternity and parental leave, bonus opportunities in accordance with the Company’s incentive plans, paid time off to volunteer, and an active/growing Employee Resource Group network.
About Legrand North & Central America
About Legrand North & Central America (LNCA) is a leader in the AV, Lighting & Controls, Electrical, and Data Center markets. LNCA offers comprehensive medical, dental, and vision coverage, as well as distinctive benefits like a high employer 401K match, paid time off (PTO) and holiday pay, short-term and long-term disability benefit plans, above-benchmark paid maternity and parental leave, bonus opportunities in accordance with the Company’s incentive plans, paid time off to volunteer, and an active/growing Employee Resource Group network.
About Legrand’s Electrical Wiring Systems Division
About Legrand’s Electrical Wiring Systems (EWS) division provides the most complete line of residential, commercial, and industrial electrical wiring devices in the world. Through commitment to innovation and quality, EWS maintains the position of industry leader in wire and cable management and wiring devices categories, specializing in raceways, flexible floor, open space and outdoor power solutions, wire mesh cable trays and systems, and designer switches and outlets. With this comprehensive offering, EWS serves a range of exciting vertical markets, including commercial office and commercial interior, data centers, education, healthcare, hospitality, manufacturing, mixed-use developments and residential.