Product Support Representative - Decatur, GA

AcuityInc•Decatur, GA

10h•Hybrid

About The Position

Acuity Inc. is a market-leading industrial technology company that uses technology to solve problems in spaces, light, and more. Through its business segments, Acuity Brands Lighting and Lighting Controls (ABL) and the Intelligent Spaces Group (ISG), the company designs, manufactures, and markets products and services that make a difference in people’s lives. Acuity Brands is positioned at the intersection of sustainability and technology, developing technology that helps customers save energy and reduce carbon emissions. The company achieves growth through innovative new products and services, including lighting, lighting controls, building management solutions, and location-aware applications. This role is for an individual who is ambitious, has a self-starting mindset, and takes pride in their work. The Product Support Representative is responsible for maintaining the integrity of the specialty brand's product line and ensuring an excellent customer journey through deep product knowledge and effective problem resolution. This role acts as a bridge between customer-facing documentation and internal teams, collaborating with New Product Development, Sustaining Engineering, Marketing, Product Management, and Sales Representatives to address product concerns and contribute to brand success. The role also contributes to brand awareness and cohesiveness within the product portfolio.

Requirements

Bachelor's degree or equivalent work experience required.
3 - 5 Years of Product/Customer Support Experience.
Experience should demonstrate success in prior roles with emphasis on project ownership and completion.
Prior experience must have demonstrated ability to work on more than one project/process at a time.

Nice To Haves

Prior experience in lighting products and customer support.
Excellent collaboration and communication abilities.
Solid understanding of lighting fundamentals.
Strong desire to work in a start-up environment.
Strong project management skills and ability to meet deadlines.
Attention to detail and problem-solving skills.
A strong sense of ownership and the ability to take initiative.
Self-starter mentality with a strong work ethic, with the ability to work independently and with a highly collaborative team.
Understanding of Acuity Brands product lines: Holophane, American Electric, Industrial, Life Safety, Commerical Lighting etc.
Understanding of Acuity Agile Business Systems: RFD/RFA, Drawing Requests, Quotes, Work Queue, Order Management etc.
Proficiency in computer programs: Microsoft Office 365 Suite, PDF editor, Power BI, etc.

Responsibilities

Contribute to product life cycle management, from creation to discontinuation.
Collaborate with cross-functional teams, including engineering and product management, to ensure effective communication and resolution of product concerns and the completion of modification requests (RFD/RFA).
Provide expert product support, addressing escalations from front-line customer service and technical support teams.
Assist with product validation, application guidance, technical data, product functionality, and replacement parts inquiries.
Maintain and update product literature, including spec sheets and other forward-facing documents.
Create and sustain product line within Product Data Management (PDM), including accurate attributing maintenance, sustaining product configurator for accurate validation, pricing, lead times, assemblies, and imagery.
Manage the warranty deviations process (RFWD), bill of material verifications, and work queue items.