Technical Product Support (Hybrid)

Keystone Technologies • Lansdale, PA

1d • Hybrid

About The Position

The Product Development Team creates new products and improves the performance, cost, and quality of existing products to achieve Keystone's 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

• Associate's degree in engineering, business, or commensurate experience in customer relations, technical support, and or a product development role
• 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
• Have effective listening and problem-solving skills
• Strong ability for general deductive reasoning, systematic troubleshooting and understanding of mobile applications and controls

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

Benefits

• medical
• dental
• vision
• voluntary life insurance
• employer-paid group life insurance
• short-term disability
• a 401k plan with company match
• paid time off
• philanthropic opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree