Customer Service Associate - (Product Development) (Hybrid)

Keystone Technologies•Lansdale, PA

43d•Hybrid

About The Position

The Product Development Team creates new products and improves the performance, cost, and quality of existing products to achieve Keystones 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.

Requirements

Associates degree in engineering, business, or commensurate experience in customer relations, technical support, and or a product development role
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

Nice To Haves

Knowledge of CAD or Architectural drawing software preferred
Electrical, electronic, or lighting related product knowledge is a plus

Responsibilities

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
Completing lighting layouts with special computer software (similar to CAD software & training will be provided)
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