Hybrid Technical Product Support Engineer

keystonetech; Orlando (FL); Hybrid; USD 50,000 - 65,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Voluntary life insurance

Employer-paid group life insurance

Short-term disability

401k with company match

Paid time off

Philanthropic opportunities

Job summary

Keystone Technologies is seeking a Product Support Associate to help bring new and innovative lighting products to market while delivering technical support to customers. The role collaborates with Product Managers and Engineering to ensure data accuracy and works with the RMA team on warranty processing.

The position offers a hybrid work option with onboarding at headquarters in Lansdale, PA for remote hires.

Qualifications

• Associate's degree in engineering, business, or commensurate experience.
• Knowledge of CAD or Architectural drawing software preferred.
• Electrical, electronic, or lighting product knowledge is a plus.
• Have effective listening and problem-solving skills.
• Strong ability for general deductive reasoning, systematic troubleshooting and understanding of mobile applications and controls.
• Knowledge of customer service principles and practices to utilize them for handling customer queries on the phone.
• Experience with warranty and complaint processing.
• Have a strong work ethic and sense of urgency with ability to take initiative and accomplish goals.
• Have the propensity to understand technical products.

Responsibilities

• Receiving inbound technical-related phone calls and emails and walking customers through the necessary steps to find a resolution.
• Generating supporting documentation for technical product related inquiries.
• Assisting in advanced sales support for product related inquiries.
• Collaborating with RMA department on warranty claims processing.
• Working directly with Product Managers and Engineering to ensure that product data is correct and updated.
• Working directly with management to create and maintain timelines with internal and external product team affiliates.

Skills

Active listening

Problem solving

Technical product knowledge

Deductive reasoning

Mobile apps & controls knowledge

Project management

Education

Associate's degree in engineering or business

Tools

CAD

Job description

Keystone Technologies is seeking a Product Support Associate to help bring new and innovative lighting products to market while delivering technical support to customers. The role collaborates with Product Managers and Engineering to ensure data accuracy and works with the RMA team on warranty processing.

The position offers a hybrid work option with onboarding at headquarters in Lansdale, PA for remote hires.