What are the responsibilities and job description for the Technical Support Lead position at NORA LIGHTING, INC.?
Technical Support Lead
Nora Lighting is a leading manufacturer of indoor commercial and residential luminaires. We are currently seeking a self-motivated and dynamic individual to join our Technical Support team. As the Technical Support Lead, you will supervise a dedicated team responsible for providing technical assistance, support, and service to our valued customers and internal employees and departments. Implement changes as directed by the department manager and ensure efficiency and timely responses and support. This position offers an opportunity to make an impact with a positive attitude and attention to detail.
Essential Duties and Responsibilities are, but not limited to:
As the Technical Support Lead, you will be responsible for:
- Responding to incoming calls and emails from customers regarding technical (mechanical/electrical) inquiries on products.
- Verifying and replacing products under warranty.
- Distinguishing between customer service and technical support inquiries to appropriately assist customers and Sales Reps.
- Verifying products that are UL/ETL Listed, Energy Star, DLC, and T24 certified.
- Providing general customer service and troubleshooting support.
- Traveling to job sites for troubleshooting as required.
- Investigating and resolving issues to identify the root cause of customer problems.
- Managing RGAs (Return Goods Authorizations).
- Preparing and delivering technical reports or test reports to customers.
- Providing solutions for customers and Sales Reps.
- Reading basic wiring diagrams and installation instructions.
- Assisting with installation and wiring of dimmers and lighting fixtures.
- Communicating effectively within the team and across other departments.
- Cross training in other territories as needed.
- Learning about Nora Lighting products and offering alternatives when necessary.
- Become familiar with and learn new products
- Assisting in training team members and sharing new information.
- Developing an understanding of products, part numbers, and features.
- Performing replacements on-site when necessary.
- Implement changes within the dept. when requested by the dept. manager
- Other tasks as directed by the Manager.
Requirements and Qualifications, but not limited to:
- Minimum of 3 years of experience in lighting and/or electrical tasks (preferred).
- Familiarity with AGI32 and lighting layouts is a plus.
- Minimum of 3 years of experience in technical support within an office environment.
- Minimum of 3 years of experience in an office setting.
- Proficiency in Microsoft Outlook, Excel, and PowerPoint (PAGE I).
- Strong command of English, both written and verbal.
- Ability to maintain a positive attitude while handling customer complaints.
- Strong work ethic and dependability.
- Willingness to learn item numbers and technical specifications for Nora Lighting products.
- Technical background with the ability to read and reference product specs.
- Ability to proactively correct errors or issues and bring them to the manager's attention.
- Strong organizational skills to manage customer requests and respond promptly.
- Ability to follow up on calls and emails in a timely manner.
- Strong multitasking skills and attention to detail.
- Ability to work both independently and as part of a team.
- Must be able to sit for extended periods and lift a minimum of 25 lbs.
- Comfortable working in a fast-paced environment with a high call volume.
- Ability to focus on a computer monitor for extended periods
Compensation and Benefits:
Nora Lighting offers competitive pay along with a full benefits package that includes:
- Medical and dental, voluntary vision and LIFE/AD&D
- 401(k) plan.
Equal Opportunity Employer:
Nora Lighting is an equal opportunity employer. We consider all qualified applicants for employment without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, genetic information, creed, citizenship, disability, and protected veteran or marital status.
Nora Lighting is a Drug-Free Workplace – All Qualified candidates are subject to drug testing.
Job Type: Full-time
Pay: $26.40 - $33.65 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Compensation Package:
- Hourly pay
Schedule:
- 8 hour shift
- Monday to Friday
- Weekdays
Work Location: In person
Salary : $26 - $34