Rep, Product Support

Rep, Product Support

A leader in technology and innovation, Southwire Company, LLC is one of North America's largest wire and cable producers. Southwire and its subsidiaries manufacture building wire and cable, utility products, metal-clad cable, portable and electronic cord products, OEM wire products and engineered products. In addition, Southwire supplies assembled products, contractor equipment, electrical components, hand tools and jobsite power and lighting solutions. The company also offers digital solutions including contractor planning and utility grid resiliency as well as field services including cable testing, rejuvenation and replacement to support our customers as a value-add partner. We are proud to offer competitive compensation, employee benefits, tuition reimbursement and unlimited growth opportunities. Our more than seven decades of progressive growth can be attributed to our determination to developing innovative systems and solutions, exercising environmental stewardship and enhancing the well-being of the communities in which we work and live.

Location: Largo, FL

Job Summary: Observes engineering processes in operations, production, construction, and maintenance environments to support functional efficiency. Performs tasks across multiple engineering disciplines to assist with design, implementation, and maintenance of systems and equipment. Identifies opportunities for improvement by gathering data, analyzing performance, and ensuring compliance with industry standards.

Key Responsibilities:

• Administers product support requests, ensuring timely responses and resolutions for customers experiencing technical issues with electrical products and systems.
• Communicates with customers and cross-functional teams to understand technical issues and provide clear, actionable solutions, ensuring customer satisfaction and product reliability.
• Monitors product performance and customer feedback, identifying recurring issues and collaborating with internal teams to improve product functionality and support processes.
• Interprets customer concerns and inquiries, analyzing product specifications, engineering data, and manuals to offer accurate troubleshooting guidance and recommendations.
• Maintains detailed records of customer interactions, issues reported, and resolutions, ensuring all information is documented for future reference and analysis.
• Coordinates with sales and engineering teams to ensure customers receive accurate information regarding product features, updates, and specifications.
• Performs proactive product support by conducting routine checks and inspections of products, ensuring that they meet customer expectations and company quality standards.
• Observes and analyzes product usage trends to identify potential issues before they arise, providing preventive maintenance tips and support to customers.
• Answers technical inquiries and assists less experienced team members, sharing knowledge and best practices to enhance overall team performance and customer service.

Complies with all policies and standards

Required Education & Experience: Minimum Education Level: High School Diploma Years of Experience: 5-7 Years Preferred Education & Experience: Minimum Education Level: Associate's Degree Years of Experience: 8-11 Years

Spans of Control: Does this role Manage Southwire Team Members: No Travel: None Physical Requirements: Moving: 5% Standing: 90% Sitting: 5% Working Conditions: Office Equipment Computer/Keyboard

Competencies: Action Oriented Plans and Aligns Balances Stakeholders Customer Focus Collaborates Nimble Learning Skills Quality Control Troubleshooting (Problem Solving) Process Improvement Report Writing SolidWorks (CAD) AutoCAD Preventive Maintenance Electronics Surveying New Product Development

Benefits We Offer: 401k with Matching Family and Individual Insurance Packages (Health, Life, Dental, and Vision) Paid Time Off & Paid Holidays Long & Short-Term Disability Supplemental Insurance Plans Employee Assistance Program Employee Referral Program Tuition Reimbursement Programs Advancement & Professional Growth opportunities Parental Leave & More

Southwire is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.