This is a hybrid position. Please do not apply unless you are local to our office in Lansdale, PA. The Opportunity: 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.
Who we are: Founded in 1945, Keystone Technologies is a third-generation, family-owned business headquartered in the Greater Philadelphia area.
A national leader in the commercial and industrial lighting industry, Keystone reaches customers across the U.S. with its mission of "Light Made Easy." We are an engaged and collaborative team where individuals are supported to reach their full potential.
Keystone's core values: - Wow Customers
- Grow Passionately
- Do Right
- Value People
- Challenge Convention
What we offer: Our benefits include medical, dental, vision, voluntary life insurance, employer-paid group life insurance, short-term disability, a 401k plan with company match, paid time off, and philanthropic opportunities.
Your Impact: - 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
What you bring: - Associate's degree in engineering, business, or commensurate experience in customer relations, technical support, and or a product development role
- 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
- 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
Please note that we do not accept unsolicited resumes from recruiters or employment agencies.