Technical Support Manager: Lead & Develop Support Teams

Legrand Group

West Hartford (CT)

Hybrid

USD 90,000 - 125,000

Full time

14 days+

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Job summary

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

The role requires a bachelor's degree and 5–7 years of electrical industry experience in a customer or technical support role, with 1–3 years of supervisory experience. This position is hybrid and based in West Hartford, CT.

Qualifications

Requires a bachelor's degree or equivalent experience.
Typically 5–7 years in electrical customer or technical support, engineering, or contracting.
1–3 years supervisory experience may be required.

Responsibilities

Provides day-to-day leadership to the technical support team and monitors performance.
Handles fielded technical questions for products and applications from sales, distributors, and end-users.
Designs and implements improved processes or policies; suggests product or service changes.
Backups to the team during peak periods, answering questions via phone, email, live chat, and Salesforce.
Manages Wiremold Knowledge tool and customer self-service resources.
Develops and delivers training for new technical and customer support staff.
Ensures 3rd party certifications and technical documentation as required.
Reviews new product designs for function and installation considerations; provides feedback to product/engineering.
Performs related projects as directed by Marketing; maintains knowledge of Wiremold products and standards.