Product Support Associate (Hybrid / Decatur, GA)

Job Summary

Do you want to be both independent and a critical member of a high-energy, collaborative team? Does your ambition drive you to continuously seek innovative solutions, pushing the boundaries of excellence in your role?

As a critical member of a highly dedicated team, we are seeking an individual who embodies ambition, a self-starting state of mind, and a profound sense of pride in their work. The Product Support Associate is at the forefront of our mission, dedicated to maintaining the integrity of our specialty brand's product line while guaranteeing an unmatched customer journey through their unwavering commitment to deep product knowledge and effective problem resolution.

One of the key responsibilities of a Product Support Associate is to act as the bridge between the customer-facing documentation and our internal teams. This individual will be an integral team member collaborating closely with various departments, including New Product Development, Sustaining Engineering, Marketing, and Product Management to address product-related concerns and contribute to the success of our brand.

In this dynamic role, you will play a pivotal part not only in ensuring the seamless operation of our products but contribute to brand awareness and cohesiveness within our product portfolio. Your dedication to your work will be the driving force behind our brand's continued success.

Key Tasks & Responsibilities (Essential Functions)

• Contribute to product life cycle management, from creation to discontinuation.
• Collaborate with cross-functional teams, including engineering and product management, to ensure effective communication and resolution of product concerns.
• Provide expert product support, addressing escalations from front-line customer service and technical support teams.
• Assist with product validation, application guidance, technical data, product functionality, and replacement parts inquiries.
• Maintain and update product literature, including spec sheets and other forward-facing documents.
• Create and sustain product line within Product Data Management (PDM), including accurate attributing and maintenance, validation, pricing, lead times, and imagery.
• Manage the warranty deviations process (RFWD), bill of material verifications, and work queue items.

Education (minimum education required)

• High School Diploma Equivalency/ GED

Skills and Minimum Experience Required

• Prior experience in lighting products and customer support
• Excellent collaboration and communication abilities.
• Solid understanding of lighting fundamentals
• Strong desire to work in a start-up environment.
• Strong project management skills and ability to meet deadlines.
• Self-starter mentality with a strong work ethic, with the ability to work independently and with a highly collaborative team.
• Attention to detail and problem-solving skills.
• A strong sense of ownership and the ability to take initiative.

Preferred Skills and Experience

• Understanding of Acuity Brands product lines.
• Proficiency in Microsoft Office, Power BI, PDF Editor Pro, etc.

Travel

• up to 10%

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