Electrical Lighting Support Technician Lead

Electrical & Lighting Support Technician Lead: Nora Lighting is a leading manufacturer of indoor commercial and residential luminaires. We are seeking a self-motivated and dynamic individual to join our Technical Support team. As the Technical Support Lead, you will supervise a dedicated team responsible for providing technical, mechanical customer service support, assistance, and service to our valued customers. You will need to become knowledgeable with Nora Lighting Products and assist customers with troubleshooting to obtain their lighting goal and ensure proper installation. This position offers an opportunity to make an impact with a positive attitude and attention to detail.

Essential Duties and Responsibilities are, but not limited to:
As the Technical Support Lead, you will be responsible for:

• Responding to incoming calls and emails from customers regarding technical (mechanical/electrical) inquiries on products.
• Work well and closely with engineering, all departments and department manager
• Great verbal, phone, email, customer, service and etiquette
• Verify and replace products that are under warranty
• Easily distinguishing between customer service and technical support inquiries to appropriately assist customers and Sales Reps.
• Verify products that are UL/ETL Listed, Energy Star, DLC, and T24 certified.
• Provide general and supreme customer service and troubleshooting support.
• Traveling to job sites for troubleshooting as required.
• Troubleshoot to identify root cause of issues to resolve customer challenges
• Manage RGAs (Return Goods Authorizations).
• Preparing and delivering technical reports or test reports to customers
• Provide solutions for customers and Sales Reps.
• Reading basic wiring diagrams and installation instructions
• Become familiar and knowledgeable with all wiring diagrams and installation instructions
• Assisting with installation and wiring of dimmers and lighting fixtures
• Communicate effectively within the team and all departments.
• Cross training in other territories as needed.
• Knowledgeable in all Nora Lighting products to offer alternatives when necessary
• Train, assist and guide team members and share new and updated information and changes.
• Quickly develop an understanding of products, part numbers, product features and unique identifiers
• Performing replacements on-site when necessary.
• Other tasks as assigned.

Requirements and Qualifications, but not limited to:

• Minimum of 3 years of experience in lighting, electrical, technical and/or mechanical, preferred.
• Familiarity with AGI32 and lighting layouts is a plus.
• Minimum of 3 years of experience in troubleshooting electrical, technical support experience in office environment
• Minimum of 3 years of experience working in an office environment
• Must be a proactive, innovative, positive, coaching and constructive lead
• Proficient in Microsoft Outlook, Excel, and PowerPoint
• Strong command of English, both written and verbal.
• Ability to always communicate in a positive and professional manner with the team, customers, Reps and Sales Manager to always resolve and provide a positive experience to customers’ challenges and complaints
• Always proactive and customer service friendly
• Ability to lead a minimum of three tech support team
• Dependable and reliable with a strong work ethic
• Quickly learn item numbers and technical specifications for Nora Lighting products.
• Technical background with the ability to properly and consistently read and reference product specs.
• Proactively identify, correct errors or issues and bring them to the manager's attention.
• Strong organizational skills to manage and respond timely to all customer requests through calls and email
• Always follow up on calls and emails and be responsive in a timely manner.
• Strong multitasking skills and attention to detail
• Receive and assist a high volume of calls and work in a fast-paced environment
• Work well and efficiently as a team and independently
• Work while sitting for extended periods of time
• Work in front and use computer monitor for extended periods.
• Lift a minimum of 25 lbs.
• Comfortable working in a fast-paced environment with a high call volume.
• Must have clear verbal and written communication

Nora Lighting offers competitive pay and full benefits package that include Medical, Dental, Vision, Voluntary Life/AD&D insurance coverage, and a 401(k) plan.

Equal Opportunity Employer:
Nora Lighting is an equal opportunity employer. We consider all qualified applicants for employment without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, genetic information, creed, citizenship, disability, and protected veteran or marital status.
Nora Lighting is a Drug-Free Workplace – All Qualified candidates are subject to drug testing.

Job Type: Full-time

Pay: $35.00 - $40.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience:

• Technical support: 3 years (Required)
• Electrical troubleshooting: 3 years (Required)
• Mechanical troubleshooting: 3 years (Required)
• Technical Troubleshooting: 3 years (Required)
• Customer Service: 3 years (Required)
• Leadership: 3 years (Required)

Language:

• English (Required)

Ability to Commute:

• Commerce, CA 90040 (Required)

Work Location: In person