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Technical Support Representative

Company: Chatsworth Products
Location: Round Rock
Posted on: May 3, 2021

Job Description:

JOB SUMMARY:

Serves as a technical contact accountable for resolving pre and post sales technical support questions/issues addressing CPI products purpose, fit/form/function, characteristics and limitations. Must be knowledgeable of a broad spectrum of complex products and applications and internal procedures in order to supply accurate information to customers and partners in a timely manner. Performs daily duties including recommending CPI products and system designs, develops AutoCAD layout drawings, sourcing various product drawings, creating bills of materials and cross referencing CPI and competitive products. Provides input for new product development and training processes. Supports the development and updates of sales and marketing tools and materials.

ESSENTIAL FUNCTIONS:

  1. Resolves technical questions as requested by customers and partners.
  2. Gathers, interprets, and provides necessary drawings to support customer needs.
  3. Develops AutoCAD layouts and understands information necessary to provide a complete solution.
  4. Serves as a source for competitive product cross-referencing.
  5. Supports international Technical teams.
  6. Supports internal departments through teamwork and open communications.
  7. Uses industry and product knowledge to solve issues.
  8. Supports CPIs Customer Service, Quotations, Quality, Product Management, and Production as necessary.
  9. Works with cross-functional teams to recommend product and process improvements.
  10. Accurately responds to system layout and configuration questions, design, and quotation activities prompted by distributors, contractors, partners and end user customers.
  11. Assists in maintaining competitive information library.
  12. Involved in the custom configured products process, when necessary.
  13. Assists in the customer follow up, qualification and referral to field sales for special products/projects, CPI configurations and/or system layouts.
  14. Assists product management in identifying trends and new technologies.
  15. Provides input for improving processes, technical documentation and products.
  16. Assists in training internal departments on new products/applications/industry trends, etc.
  17. Maintains updated technical drawings library and distributes, as needed.
  18. Maintains proficiency and expertise on current and new CPI products.
  19. Provides field sales support through customer visits when necessary.

ADDITIONAL FUNCTIONS:

  1. Participates in trade shows and customer field configurations, as required.
  2. Reports customer feedback concerning quality issues to the appropriate manager.
  3. Works in a team environment, sharing project workload to maximize efficiencies in response to customer requests.
  4. Performs other related duties as assigned by management.

QUALIFICATIONS:

Core Competencies:

  • Ethics, Values, Integrity & Trust - Adheres and acts in line with CPI core values.
  • Functional/Technical Skills - Possesses high level of skill, knowledge and ability in assigned functional area.
  • Safety Complies with company safety rules and regulations. Takes a proactive approach to identify and eliminate safety hazards.
  • Customer Focus - Gives high priority to customer satisfaction.
  • Interpersonal Skills - Uses diplomacy and tact. Uses collaborative skills.
  • Action Oriented & Adaptability - Takes initiative; acts promptly; is proactive.
  • Ownership & Accountability - Proactively models, guards and demonstrates all of CPIs core values.
  • Priority Setting, Planning & Organizing- Uses resources effectively and efficiently.
  • Problem Solving & Creativity - Uses logic and methods to solve problems with effective solutions. Develops new and unique ideas.
  • Listening, Informing and Written Communications - Practices attentive and active listening. Shares information. Presents ideas and facts clearly and effectively in writing.

Technical Competencies:

  • AA/BS degree in technical field or equivalent work experience.
  • Minimum of two (2) years of experience.
  • Knowledge of Voice/Data industry, LAN/WAN physical architecture, customer base, and distribution preferred. Rack, cabinet cable management, power and cable pathway product application knowledge highly desirable.
  • Has knowledge of, and ability to interpret, engineering drawings and documentation.
  • Must be a highly motivated self-starter and team player with strong interpersonal and communications skills.
  • Analytical, organizational and written and verbal skills required.
  • Proficient in knowledge of PDUs and power requirements within a cabinet and a Data center environment
  • Good knowledge of networking.
  • Background of general awareness of overall Data Center management and respective areas of

Expertise.

  • Strong oral and written skills.
  • Strong computer skills, including but not limited to MS Word, Excel and Power Point.
  • Proficiency in the following computer software desired: AutoCAD, SolidWorks, and Visio.

PHYSICAL/ENVIRONMENTAL REQUIREMENTS:

  • Works on phone and computer majority of the day.
  • Ability to lift up to 25 lbs. to move file boxes, etc. as needed.
  • Some travel may be required both by automobile and airplane.

Keywords: Chatsworth Products, Round Rock , Technical Support Representative, Other , Round Rock, Texas

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