Rep, Product Support

Southwire Company, LLC; Carrollton (GA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

401k with Matching

Insurance Packages

Paid Time Off

Employee Assistance Program

Tuition Reimbursement Programs

Parental Leave

Job summary

Southwire Company, LLC is looking for an individual to observe engineering processes and support functional efficiency in product support. Ideal candidates should have 5-7 years of experience, with the capacity to administer product support requests and collaborate effectively with customers and teams.

The role requires proficiency in product troubleshooting and documentation, ensuring high standards of customer service and product quality.

Qualifications

• Minimum Education Level: High School Diploma.
• 5-7 years of experience required.
• 8-11 years of experience preferred.

Responsibilities

• Administers product support requests.
• Communicates with customers and teams.
• Monitors product performance and feedback.
• Interprets customer concerns accurately.
• Maintains detailed records.
• Coordinates with sales and engineering teams.
• Conducts routine checks of products.
• Observes and analyzes product usage trends.
• Answers technical inquiries and assists team members.
• Complies with all policies and standards.

Skills

Quality Control

Troubleshooting (Problem Solving)

Process Improvement

Report Writing

SolidWorks (CAD)

AutoCAD

Preventive Maintenance

Electronics

Surveying

New Product Development

Education

High School Diploma

Associate's Degree

Tools

Computer/Keyboard

Job description

A leader in technology and innovation, Southwire Company, LLC is one of North America's largest wire and cable producers. Southwire and its subsidiaries manufacture building wire and cable, utility products, metal-clad cable, portable and electronic cord products, OEM wire products and engineered products. In addition, Southwire supplies assembled products, contractor equipment, electrical components, hand tools andjobsite power and lighting solutions. The company also offers digital solutions including contractor planning and utility grid resiliency as well as field services including cable testing, rejuvenation and replacement to support our customers as a value-add partner. We are proud to offer competitive compensation, employee benefits, tuitionreimbursement andunlimited growth opportunities. Ourmore thanseven decades of progressive growth can be attributed to our determination to developinginnovative systems and solutions, exercising environmental stewardshipand enhancing the well-being ofthe communitiesin which we work and live. How will you power what's possible?

Location: Largo, FL

Job Summary

Observes engineering processes in operations, production, construction, and maintenance environments to support functional efficiency. Performs tasks across multiple engineering disciplines to assist with design, implementation, and maintenance of systems and equipment. Identifies opportunities for improvement by gathering data, analyzing performance, and ensuring compliance with industry standards.

Key Responsibilities

• Administers product support requests, ensuring timely responses and resolutions for customers experiencing technical issues with electrical products and systems.
• Communicates with customers and cross-functional teams to understand technical issues and provide clear, actionable solutions, ensuring customer satisfaction and product reliability.
• Monitors product performance and customer feedback, identifying recurring issues and collaborating with internal teams to improve product functionality and support processes.
• Interprets customer concerns and inquiries, analyzing product specifications, engineering data, and manuals to offer accurate troubleshooting guidance and recommendations.
• Maintains detailed records of customer interactions, issues reported, and resolutions, ensuring all information is documented for future reference and analysis.
• Coordinates with sales and engineering teams to ensure customers receive accurate information regarding product features, updates, and specifications.
• Performs proactive product support by conducting routine checks and inspections of products, ensuring that they meet customer expectations and company quality standards.
• Observes and analyzes product usage trends to identify potential issues before they arise, providing preventive maintenance tips and support to customers.
• Answers technical inquiries and assists less experienced team members, sharing knowledge and best practices to enhance overall team performance and customer service.
• Performs other duties as assigned
• Complies with all policies and standards

Required Education & Experience

Minimum Education Level: High School Diploma

Years of Experience: 5-7 Years

Preferred Education & Experience

Minimum Education Level: Associate's Degree

Years of Experience: 8-11 Years

Spans of Control

Does this role Manage Southwire Team Members: No

Travel

Travel: None

Physical Requirements

Moving: 5%

Standing: 90%

Sitting: 5%

Working Conditions

Office

Equipment

Computer/Keyboard

Competencies

• Action Oriented
• Plans and Aligns
• Balances Stakeholders
• Customer Focus
• Collaborates
• Nimble Learning

Skills

• Quality Control
• Troubleshooting (Problem Solving)
• Process Improvement
• Report Writing
• SolidWorks (CAD)
• AutoCAD
• Preventive Maintenance
• Electronics
• Surveying
• New Product Development

Benefits We Offer:

• 401k with Matching
• Family and Individual Insurance Packages (Health, Life, Dental, and Vision)
• Paid Time Off & Paid Holidays
• Long & Short-Term Disability
• Supplemental Insurance Plans
• Employee Assistance Program
• Employee Referral Program
• Tuition Reimbursement Programs
• Advancement & Professional Growth opportunities
• Parental Leave
• & More

Southwire is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.