Product Support Specialist

Hubbell Incorporated; Manchester (NH); On-site; USD 45,000 - 75,000; Full time

Job summary

Hubbell Incorporated is seeking a Technical Support Coordinator to streamline support processes, coordinate training, and troubleshoot customer inquiries. You will manage technical documentation and act as the point of contact for the support team, ensuring high-quality service and timely responses.

The role emphasizes collaboration with R&D, design engineering, and product sustaining, with a focus on supporting sales and customers through clear technical information and documentation.

Qualifications

• Associate’s Degree IT or related field or sales experience required.
• 1–3 years of previous technical support experience required.
• Experience with Word, Excel, Access and PowerPoint; Oracle PL/SQL; UNIX/Linux required.
• Familiarity with troubleshooting hardware/software, OS knowledge, and help desk/ticketing systems.
• Advanced written and verbal communication skills.
• Ability to convey detailed technical information to varied audiences.
• Able to meet deadlines in a fast-paced environment.

Responsibilities

• Streamline support processes, optimize workflows, and implement best practices for issue resolution.
• Conduct training sessions for support staff to enhance technical skills.
• Answer technical inquiries and troubleshoot requests.
• Coordinate with sales and customers using technical documentation.
• Create and maintain documentation for troubleshooting procedures and FAQs.
• Manage support lines and technical support emails.

Skills

Technical support

Troubleshooting

Communication skills

Help desk/ticketing

Hardware/Software knowledge

Education

Associate’s Degree IT or related field or sales experience

Tools

Oracle PL/SQL

UNIX/Linux

Microsoft Word/Excel/PowerPoint

Job description

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Reporting to C&I Engineering Manager, the Technical Support Coordinator is an interesting and multi-faceted rolewith the opportunity to develop responsibilities for functions of the technical department, and to develop arounded technical understanding of the Burndy product portfolio. The purpose of the role is tosupport all activities relating to the functions of the technical department. The Technical Coordinator will create,manage and maintain a range of documentation as well as providing all co-ordination support for Research &Development, Design Engineering and Product Sustaining. Furthermore, this role will play a key role in ensuringthat the sales teams and our customers are well supported with technical documentation and first-classcommunication.

Every day at Hubbell is different and you’ll contribute in many ways. On any given day, you’ll make a difference by:

• Streamlining support processes, optimizing workflows, and implementing best practices for issue resolution
• Conducting and coordinating training sessions for support staff to enhance technical skills and knowledge
• Answering technical inquiries and troubleshoot requests
• Initiating appropriate telephone follow up to ensure complete customer and employee satisfaction
• Emailing and communicating technical support documentation to customers such as CAD files and technical documentation
• Reporting customer contact information, service issues, and summarizing
• Creating and maintaining documentation for troubleshooting procedures, FAQs, and solutions for common issues
• Point of contact for general Technical Support, managing support lines and technical support email
• Coordinating with other departments to relay feedback, suggest improvements, or resolve complex issues
• Generating reports on support metrics, performance, and areas for improvement to enhance overall support efficiency
• Assist sales with completion of technical specifications
• Creation and maintenance of Technical procedural documentation

What will help you thrive in this role?

• Associate’s Degree IT or related field or sales experience (required)
• 1-3 years of previous technical support experience (required)
• Experience with standard office productivity products such as Microsoft Word, Excel, Access and PowerPoint; Oracle PL/SQL; UNIX/Linux (required)
• Familiarity with troubleshooting hardware and software issues, knowledge of operating systems, and experience with help desk or ticketing systems
• Advanced written and verbal communication skills
• Ability to communicate detailed technical information to an audience with various levels of technical understanding
• Able to meet deadlines and thrive in a constantly changing and fast-paced work environment

Hubbell Incorporated

Hubbell creates critical infrastructure solutions that power our customers, communities, people and the planet. Our company is strategically aligned around enabling grid modernization and electrification. As more products plug in to an aging grid, Hubbell solutions enable the transition to a more reliable, resilient and efficient energy infrastructure. Founded in 1888 our innovation has made us a leading global manufacturer of high quality electrical and utility solutions enabling customers to operate critical infrastructure reliably and efficiently.

The company operates in two segments. Hubbell Utility Solutions (HUS) enable the grid to conduct, communicate and control energy across utility applications and Hubbell Electrical Solutions (HES) are essential to managing power across a wide range of industries and applications. Our vertical market solutions can be applied to markets including Data Centers, Renewables, Commercial Buildings, Industrial, Telecom and Transportation. Supporting both of our business segments is our corporate and Hubbell Unified Business Solutions teams that provide consistent process, tools technologies across our businesses.

We are committed to operating sustainably and ethically while promoting an inclusive and supportive culture for our people to grow and develop in their careers. Our employees proudly work and serve our communities from our headquarters in Shelton, CT, across the United States and around the globe.

Hubbell Electrical Solutions

Hubbell Electrical Solutions (HES) are essential to managing power across a wide range of industries and applications. HES provides the critical components that allow operators of buildings, factories and other industrial infrastructure to connect, protect, wire and manage power.

Hubbell Incorporated, its subsidiaries and affiliates, is an EO Employer AA: M/F/Veteran/Disability. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender identity or any other protected class.

The above summary of position responsibilities and requirements is not intended, and should not be construed, to be an exhaustive list of duties, skills, efforts, physical requirements, or working conditions associated with the position. It is intended to be an accurate reflection of those principal position elements essential for making decisions related to position performance, employee development, and compensation.