Technical Support Manager

Legrand has an exciting opportunity for a Technical Support Manager to join the Electrical Wiring Systems Wiremold Team in West Hartford, CT. The Technical Support Manager will manage technical service-related operations for an organization supporting Wiremold products.

• 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. 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 to ensure that customer technical product issues are addressed.
• Responsible for designing and implementing improved process or operational policies. Recommends changes to products or services to fulfill customer needs.
• 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.
• Manage the development and maintenance of the Wiremold Knowledge tool. Manage the development and update of other customer self-service tools, such as cross-reference databases, product selection flowcharts, etc.
• Develop and deliver product and customer experience training for new Technical Support and Customer Support representatives.
• Ensure that the team provides 3rd party certifications and other technical support and documentation to customers as required.
• 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.
• Perform related project assignments as determined by the ongoing needs of the Marketing Department as directed by manager.
• Comprehensive knowledge of Wiremold products, their applications, the codes and standards that govern their use, and experience with user preferences regarding installation techniques.

Education:

• 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.
• 1-3 years supervisory experience may be required.
• 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