Technical Product Support

keystonetech; Raleigh (NC); Hybrid; USD 40,000 - 60,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Voluntary life insurance

Employer-paid group life insurance

Short-term disability

401(k) with company match

Paid time off

Philanthropic opportunities

Job summary

Keystone Technologies is seeking a Product Support Associate to help bring new lighting products to market and provide technical support to customers. The role supports inbound calls and emails, develops product documentation, and collaborates with engineering and product management to maintain accurate data.

Hybrid schedule applies for local candidates, with onboarding at the Headquarters in Lansdale, PA for new hires traveling from outside the area.

Qualifications

• Associate degree or commensurate experience in customer relations or technical support.
• Knowledge of CAD or architectural drawing software is preferred.
• Electrical, electronic, or lighting product knowledge is a plus.
• Strong listening and problem-solving skills.
• Ability to troubleshoot and understand mobile apps and controls.
• Experience with warranty and complaint processing.
• Strong work ethic and sense of urgency; initiative.
• Ability to understand technical products.

Responsibilities

• Receive inbound technical-related calls and emails and guide customers to a resolution.
• Generate supporting documentation for technical product inquiries.
• Assist in advanced sales support for product inquiries.
• Collaborate with RMA on warranty claims processing.
• Work with Product Managers and Engineering to ensure data accuracy.
• Coordinate timelines with internal and external product team affiliates.

Skills

Technical support

Customer service

Problem solving

Active listening

Project management

Warranty processing

Communication skills

Understanding technical products

Quality attention to detail

Education

Associate's degree

Tools

CAD software

Job description

Candidates residing within 50 miles of our office will be expected to work onsite Tuesday through Thursday as part of a hybrid schedule. Candidates residing outside of the 50-mile radius will be eligible for a remote position. If remote, this position would require travel to the Headquarters location (Lansdale, PA) for onboarding and training during the first week.

About Keystone Technologies:

Founded in 1945, Keystone Technologies is a third-generation, family-owned business headquartered in the Greater Philadelphia area. A national leader in the commercial and industrial lighting industry, Keystone reaches customers across the U.S. with its mission of "Light Made Easy."\

Who We Are:

We're not your typical lighting company - and we like it that way. At Keystone, we move fast, think big, and challenge the status quo to deliver on our promise of Light Made Easy. Our team thrives on new ideas, supports one another, aims high, works hard, and laughs often. And we always put people first - whether that's our customers, partners, or each other. If you're passionate about growing, collaborating, and making a difference, you'll feel right at home here.

Keystone's core values:

• Wow Customers: Every interaction is an opportunity to show how much we care and appreciate all our customers, internal and external, so we create unique experiences that go above and beyond their expectations.

• Grow Passionately: We embrace growth through creativity, curiosity, and an eagerness to learn. Our work isn't just about achieving more; it's about evolving personally and professionally, transforming at every opportunity.

• Do Right: It's not just good ethics to do the right thing; it's good business. We uphold the highest integrity, and we do the right thing even when it's hard. Why? Because trust is our most important currency.

• Value People: We come from a range of backgrounds, affiliations, and experiences. We honor everybody's story and build lifelong relationships, whether with colleagues, customers, or partners, because to reach our fullest potential means empowering people to thrive.

• Challenge Convention: We refuse to blindly accept the status quo. With agility, courage, and tenacity, we continuously improve - asking tough questions, looking beyond surfaces, and not stopping to rest on our accomplishments.

What we offer:

Our benefits include medical, dental, vision, voluntary life insurance, employer-paid group life insurance, short-term disability, a 401k plan with company match, paid time off, and philanthropic opportunities.

The Opportunity:

The Product Development Team creates new products and improves the performance, cost, and quality of existing products to achieve Keystone's business goals and core values. The Product Support Associate plays an integral role in serving our customers to fulfill our Light Made Easy promise. This position will help bring new and innovative products to the market, while offering technical support.

Your Impact:

• 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

What you bring:

• 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

• 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

• Can manage projects from conception to delivery

• Can maintain exceptional organizational skills and a keen attention to detail

Please note that we do not accept unsolicited resumes from recruiters or employment agencies.