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Technical Support Representative - Solon, OH

Date: Apr 25, 2022

Location: Solon, OH, US, 44139 St. Louis, MO, US, 63146

Company: Hubbell Incorporated

Corporate Overview
Hubbell Incorporated was founded in 1888 and has grown into an international manufacturer of quality electrical, lighting and power solutions with more than 75 brands used and recognized around the world. Our founder, Harvey Hubbell, developed tooling and equipment to serve the growing demand for new assembly and manufacturing machinery during the industrial revolution. An early, and one of many patents awarded, came for the creation of the first practical method to control electricity through the pull chain socket that remains unchanged today. As a market leader in reliable, electrical solutions, we provide more than half a million products delivered through our various business groups. Hubbell is committed to continually innovating solutions that work, transforming old products with new ideas, and ensuring that we Energize, Enlighten and Empower the communities that support us.
 
Division Overview
Hubbell Power Systems (HPS) engages in the design and manufacture of a wide variety of products used by utilities. Today, HPS is deeply engaged in product solutions for OSP Communication utility purposes, and has been actively growing that segment of the business. HPS roots have historically been in high voltage transmission, distribution, substation, underground products used by electric utilities. HPS products are also used in the civil construction, transportation, gas and water industries.

At HPS, we build products that provide mission critical infrastructure and that deliver communications and power to millions of people worldwide. In our business, failure is not an option. Therefore, we manufacture products of uncompromising integrity and it starts with our quality policy. We hold our partners, our suppliers and ourselves to the highest standard to ensure we exceed all the technical and functional expectations of our customers.

Hubbell Incorporated engages in the design, manufacture, and sale of electrical and electronic products in the United States and internationally. It operates in three segments: Electrical, Power, and Industrial Technology.

Posting Address

Solon, OH (preferred) or St. Louis, MO

Position Overview

To engage with Aclara's Customers in the water, gas and electric utility space to ensure that they have a great experience with Aclara and realize success with our products. At a core-level, this involves meeting service-level agreements by communicating with Aclara Customers on their support cases opened via our Customer portal, phone, and e-mail. The Aclara Technical Support Representative will facilitate prompt and responsive communication between Aclara's Customer support team and Aclara Customers.  

Duties and Responsibilities

  • Acquire and maintain general knowledge of all Aclara product offerings to quickly understand Customer needs
  • Provide front line “Tier 1” support to Aclara Customers on incoming phone calls and e-mail requests in an expedited fashion; generate tickets in Aclara’s case management system for these requests
  • Respond to and ensure Aclara follows through on Customer surveys and any necessary actions arising from them. We treat our Customers as long-term partners and this position requires excellent communication skills, the motivation to learn and the drive to help others succeed - both externally and internally to Aclara.
  • Ensure compliance in meeting Aclara’s maintenance agreements through timely response and issue resolution
  • Keep detailed notes and track customer issues through Customer Relationship Management (CRM) system
  • Triage open tickets and escalate issues to the appropriate support personnel to provide prompt issue resolution
  • Periodically monitor Customer Portal discussion threads and assist customers as needed by opening cases, creating accounts, resetting passwords, etc...
  • Help drive efforts to identify and target concerns and inefficiencies to improve the quality and effectiveness of Aclara’s Customer interactions
  • Acquire intermediate knowledge with one or more of Aclara’s product offerings to raise first-call resolution rates with Aclara customer issues
  • Share knowledge with the team on new and innovative processes or resolutions to improve support and customer satisfaction
  • Coordinate/schedule/perform firmware updates on Aclara hardware

Skills and Experience

Required:

  • Proficiency with office productivity software (Word, Excel, PowerPoint)
  • Proven track record in the successful delivery of projects for external customers
  • Ability to communicate detailed technical information to an audience with various levels of technical understanding
  • Ability to operate under deadlines and full workloads
  • Superior organization and time-management skills
  • Extremely responsive and able to communicate effectively with all levels of the internal and client organizations
  • Demonstrated track record of excellent relationship building, relationship maintenance, and team-building skills; must work well with cross-functional teams; comfortable as team lead or member
  • Experience generating customer deliverables/documentation, collecting and analyzing data, presenting results, and making recommendations
  • Exceptional written and verbal communication skills

Preferred:

  • Utility/energy industry experience, particularly related to energy management, customer service, CIS/CRM, AMI, MDM, and/or demand-response
  • 1-2 years’ experience with Professional Services administration including contracts, change orders, scope, functional requirements, and prioritization
  • Experience working with electric, water, or gas utilities

Physical Demands:

  • Ability to travel domestically and/or internationally up to 25% throughout the year, as needed
  • Ability to sit or stand for extended periods
  • Ability to lift up to 25 lbs

 

Hubbell Incorporated, its subsidiaries and affiliates, is an EO Employer AA: M/F/Veteran/Disability. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender identity or any other protected class.


Nearest Major Market: Cleveland

Job Segment: Technical Support, Firmware, CRM, Technology