Technical Product Support

Jobtailor

Lansdale (Montgomery County)

On-site

USD 55,000 - 75,000

Full time

3 days ago

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Job summary

Jobtailor in Lansdale, PA seeks a technically minded support specialist to handle inbound calls and emails, guiding customers to resolutions and generating product documentation.

You will collaborate with Product Managers and Engineering to ensure accurate data, assist with warranty processing, and help bring new products to market with strong technical backing.

Qualifications

Associate degree in engineering or business, or commensurate experience in customer relations.
Experience with warranty and complaint processing.
Ability to travel to Lansdale for onboarding.

Responsibilities

Receive inbound technical-related phone calls and emails.
Walk customers through the necessary steps to find resolutions.
Generate supporting documentation for technical product-related inquiries.
Assist with advanced sales support for product-related inquiries.
Collaborate with the RMA department on warranty claims processing.
Work directly with Product Managers and Engineering to ensure product data is correct and updated.
Work directly with management to create and maintain timelines with internal and external product team affiliates.
Help bring new and innovative products to market while offering technical support.

Skills

Customer Service

Technical Knowledge

Project Management

CAD Software

Warranty Processing

Education

Associate degree in Engineering

Associate degree in Business

Tools

CAD Software

Job description

Receive inbound technical-related phone calls and emails
Walk customers through the necessary steps to find resolutions
Generate supporting documentation for technical product-related inquiries
Assist with advanced sales support for product-related inquiries
Collaborate with the RMA department on warranty claims processing
Work directly with Product Managers and Engineering to ensure product data is correct and updated
Work directly with management to create and maintain timelines with internal and external product team affiliates
Help bring new and innovative products to market while offering technical support

Requirements

Associate’s degree in engineering, business, or commensurate experience in customer relations, technical support, and/or a product development role
Knowledge of CAD or architectural drawing software preferred
Electrical, electronic, or lighting-related product knowledge is a plus
Effective listening and problem-solving skills
General deductive reasoning and systematic troubleshooting ability
Understanding of mobile applications and controls
Knowledge of customer service principles and practices for handling customer queries by phone
Experience with warranty and complaint processing
Strong work ethic and sense of urgency
Ability to take initiative and accomplish goals
Ability to understand technical products
Ability to manage projects from conception to delivery
Exceptional organizational skills and keen attention to detail
Must be located on Eastern Standard Time
Ability to travel to headquarters in Lansdale, Pennsylvania, during the first week for onboarding and training

Core Competencies

Demonstrates expertise in customer relations and technical support, with a strong understanding of product development processes and the ability to manage projects effectively. Proficient in utilizing CAD or architectural drawing software and knowledgeable in electrical, electronic, or lighting-related products.

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