Product Support Representative

Job Summary

Do you want to be both independent and a critical member of a high-energy, collaborative team? Does your ambition drive you to continuously seek innovative solutions, pushing the boundaries of excellence in your role?

As a critical member of a highly dedicated team, we are seeking an individual who embodies ambition, a self-starting state of mind, and a profound sense of pride in their work. The Product Support Representative is at the forefront of our mission, dedicated to maintaining the integrity of our specialty brand's product line while guaranteeing an unmatched customer journey through their unwavering commitment to deep product knowledge and effective problem resolution.

One of the key responsibilities of a Product Support Representative is to act as the bridge between the customer-facing documentation and our internal teams. This individual will be an integral team member collaborating closely with various departments, including New Product Development, Sustaining Engineering, Marketing, Product Management, and Sales Representatives to address product-related concerns and contribute to the success of our brand.

In this dynamic role, you will play a pivotal part not only in ensuring the seamless operation of our products but contribute to brand awareness and cohesiveness within our product portfolio. Your dedication to your work will be the driving force behind our brand's continued success.

Key Tasks & Responsibilities (Essential Functions)

• 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.

Education

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.

Skills and Minimum Experience Required

• 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.

Preferred Skills and Experience

• Understanding of Acuity Brands product lines: Outdoor, Outdoor Poles, Industrial, Commercial 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.

Travel Requirements

• 1-10%