Technical Support Manager

Legrand, North America; West Hartford (CT); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401K match

PTO and holiday pay

Disability benefit plans

Maternity leave

Job summary

Legrand is seeking a Technical Support Manager to lead the Wiremold Team in West Hartford, CT. This role manages technical service operations and guides a cross-functional team to deliver outstanding support for Wiremold products.

Responsibilities include process improvements, training, certifications, and knowledge management, with collaboration across Product, Engineering, and Sales. Strong leadership and customer-focused problem-solving are essential.

Qualifications

• Bachelor's degree or equivalent experience.
• 5-7 years' experience in the electrical industry in a customer or technical support role, engineering, or electrical contracting.
• 1-3 years supervisory experience may be required.
• Extensive knowledge of Wiremold products, their applications, the codes and standards that govern their use.

Responsibilities

• Provides day to day operational leadership, guidance, development, and motivation to the technical support team to achieve superior results and accomplish overall business objectives.
• Field technical questions concerning products and their applications for the sales force, distributors, and end-users of all of the company’s products within established service levels to ensure that customer technical product issues are addressed.
• Responsible for designing and implementing improved process or operational policies. Recommends changes to products or services to fulfill customer needs.
• Provide backup to the team during high volume or low staffing periods. This can include answering customers’ technical questions by phone, e-mail, live chat, and Salesforce.
• Manage the development and maintenance of the Wiremold Knowledge tool. Manage the development and update of other customer self-service tools, such as cross-reference databases, product selection flowcharts, etc.
• Develop and deliver product and customer experience training for new Technical Support and Customer Support representatives.
• Ensure that the team provides 3rd party certifications and other technical support and documentation to customers as required.
• Provide occasional review of new product designs for function and ease of installation. In addition, based on customer requests received, provide feedback to Product Managers and engineering team on product gaps or ideas for product design changes.
• Perform related project assignments as determined by the ongoing needs of the Marketing Department as directed by manager.
• Comprehensive knowledge of Wiremold products, their applications, the codes and standards that govern their use, and experience with user preferences regarding installation techniques.

Skills

Customer Support

Inquiry Response

Software Troubleshooting

Systems Troubleshooting

Tech Project Management

Education

Bachelor's degree or equivalent experience

Job description

Legrand has an exciting opportunity for a Technical Support Manager to join the Electrical Wiring Systems Wiremold Team in West Hartford, CT. The Technical Support Manager will manage technical service-related operations for an organization supporting Wiremold products.

Responsibilities

• Provides day to day operational leadership, guidance, development, and motivation to the technical support team to achieve superior results and accomplish overall business objectives. Monitors employee and team performance in relation to established standards. Schedules technical support daily duties. Supports hiring, coaching, and developing talent.
• Field technical questions concerning products and their applications for the sales force, distributors, and end-users of all of the company’s products within established service levels to ensure that customer technical product issues are addressed.
• Responsible for designing and implementing improved process or operational policies. Recommends changes to products or services to fulfill customer needs.
• Provide backup to the team during high volume or low staffing periods. This can include answering customers’ technical questions by phone, e-mail, live chat, and Salesforce.
• Manage the development and maintenance of the Wiremold Knowledge tool. Manage the development and update of other customer self-service tools, such as cross-reference databases, product selection flowcharts, etc.
• Develop and deliver product and customer experience training for new Technical Support and Customer Support representatives.
• Ensure that the team provides 3rd party certifications and other technical support and documentation to customers as required.
• Provide occasional review of new product designs for function and ease of installation. In addition, based on customer requests received, provide feedback to Product Managers and engineering team on product gaps or ideas for product design changes.
• Perform related project assignments as determined by the ongoing needs of the Marketing Department as directed by manager.
• Comprehensive knowledge of Wiremold products, their applications, the codes and standards that govern their use, and experience with user preferences regarding installation techniques.

Qualifications

Education

• Requires a bachelor's degree or equivalent experience

Experience

• Typically requires 5-7 years' experience in the electrical industry in a customer or technical support role, engineering, or electrical contracting.
• 1-3 years supervisory experience may be required.
• Extensive knowledge of the function and department processes.

Skills/Knowledge/Abilities

• Customer Support
• Inquiry Research/Response
• Software-Troubleshooting
• Systems Troubleshooting
• Technical Project Management

About Legrand

Legrand is the global specialist in electrical and digital building infrastructures. Our comprehensive offering of solutions for residential, commercial, and data center markets makes us a benchmark for customers worldwide. We harness technological and societal trends with lasting impacts on buildings with the purpose of improving life by transforming the spaces where people live, work, and meet with electrical and digital infrastructures and connected solutions that are simple, innovative, and sustainable. Legrand is a global, publicly traded company listed on the Euronext (Legrand SA EPA: LR). For more information, visit www.legrandgroup.com/en

About Legrand North and Central America

Legrand, North & Central America (LNCA) is a leader in the AV, Lighting & Controls, Electrical, and Data Center markets.

• comprehensive medical coverage
• dental coverage
• vision coverage
• high employer 401K match
• paid time off (PTO) and holiday pay
• short-term disability benefit plans
• long-term disability benefit plans
• above-benchmark paid maternity leave
• above-benchmark paid parental leave
• bonus opportunities in accordance with the Company’s incentive plans
• paid time off to volunteer
• active/growing Employee Resource Group network

For more information, visit legrand.us

About Legrand’s Electrical Wiring Systems Division

Legrand’s Electrical Wiring Systems (EWS) division provides the most complete line of residential, commercial, and industrial electrical wiring devices in the world. Through commitment to innovation and quality, EWS maintains the position of industry leader in wire and cable management and wiring devices categories, specializing in raceways, flexible floor, open space and outdoor power solutions, wire mesh cable trays and systems, and designer switches and outlets. With this comprehensive offering, EWS serves a range of exciting vertical markets, including commercial office and commercial interior, data centers, education, healthcare, hospitality, manufacturing, mixed-use developments and residential. For more information, visit