What are the responsibilities and job description for the Customer Service - Product Technical Representative position at LEDVANCE?
SUMMARY:
As part of our core values of Winning Together and Striving for Excellence, the National Customer Service & Sales Center (NCSSC) in Westfield, Indiana is creating a new Product Technical Team to provide LEDVANCE Customers, Field Sales, Sales Agents, and Customer Service Representatives, with a single point of contact for comprehensive technical support on all LEDVANCE products and services. The Product Technical Team will provide quality technical support and accurate dissemination of technical information through frequent advanced product training and knowledge sharing. Success of this team will be achievable through employee dedication and commitment to meeting assigned objectives and key performance indicators.
ESSENTIAL DUTIES:
- Provides pre and post sales technical support and expertise on all LEDVANCE products and services via phone and email to the LEDVANCE sales team, sales agents, and directly to the customer.
- Provides technical input into bid proposals, projects, and technical documents within the sales process, and identifies additional sales opportunities with existing customers.
- Collaborates with sales teams to develop and recommend products and services to meet customers' requirements.
- Collaborates with Product Management and Application Engineers to leverage their support and to escalate technical issues.
- Maintains up-to-date and comprehensive knowledge of the organization's and competitor’s products and/or services.
- Maintains product technical knowledge database and documentation.
- Participates in frequent and advanced training sessions and learning opportunities, product launch webinars, and shares product knowledge with colleagues.
- Cross references competitor’s products to nearest acceptable LEDVANCE equivalent.
- Utilizes Salesforce.com to track product technical calls and cases.
- Works on problems of moderate to complex scope. Typically, does not refer to established guidelines. Works independently; receives minimal guidance.
EDUCATION AND EXPERIENCE:
- Education: AS plus minimum 5 years relevant experience required. Lighting Certified (LC) or willing to become certified with prior product technical and customer service experience preferred.
- At least 2 years prior call-center experience preferred.
- Lighting knowledge preferred.
ADDITIONAL INFORMATION:
- Position in located in Westfield, IN with a minimum of 2 days per week in-office.
- Position is not eligible for work sponsorship or relocation.