Confidential Search
Technical Support Lead
Orlando, Florida
We are a lighting controls company in search of a Technical Support Lead.
Role Overview:
As a Technical Support Lead, you will be the cornerstone of our technical operations, ensuring our cutting-edge products perform flawlessly and meet the unique needs of our diverse clientele. Your role will involve direct interaction with our sales teams and customers to provide tailored solutions and support.
Primary responsibilities:
- Provide Technical Expertise: Possess in-depth knowledge of the technical aspects of our product line, including the ability to troubleshoot, repair, and highlight key selling features.
- Diagnose and Resolve Issues: Identify and resolve both hardware and software issues effectively.
- Collaborate on Solutions: Work closely with sales teams to recommend tailored product solutions for complex projects, including custom product development. This may involve direct customer interaction and occasional travel.
- Manage Product Repairs: Handle repairs or replacements for items under warranty and those out of warranty.
- Technical Point of Contact: Act as the primary technical resource for sharing product information with relevant internal and external parties.
- Create Wiring Diagrams: Develop wiring diagrams to support customer projects and installations.
- Test Firmware: Evaluate firmware on new or updated products and communicate findings to headquarters.
- Train Staff: Provide training to new and existing staff on both current and legacy products, focusing on key selling points and target audiences.
- Support Customer Communications: Assist with phone inquiries, routing calls as needed.
- Conduct On-Site Customer Visits: Visit customer locations to conduct training sessions and support sales efforts.
- Assist with Inbound Sales: Support inbound sales efforts as needed.
- Additional Responsibilities: Take on other duties as required to support the team.
Requirements:
- Possesses at least 3 years of hands-on experience with DMX / Art-Net lighting technologies.
- Comfortable working in a fast-paced environment where direct customer interaction and problem-solving are routine.
- Excellent written and verbal communication skills. Strong ability to communicate complex technical issues clearly and effectively.
- Proven track record of working effectively with cross-functional teams.
Medical / Dental / Vision Insurance; Paid Time Off; Paid Holidays; ST & LT Disability Insurance
Job Type: Full-time
Pay: $50,000.00 - $60,000.00 per year
