Technical Support Specialist

Your Job
Molex Connected Enterprise Solutions (CES) is looking for a candidate with both copper and fiber data cabling installation experience (Structured Cabling Systems) to fill our new Technical Support Specialist position.

You will be responsible for overseeing technical support operations within Americas, ensuring high levels of customer satisfaction and efficient problem resolution.

This role involves collaborating with other departments and implementing strategies to improve service delivery.

Our Team

The global Technical Support team provides technical pre-sales and post-sales support and training to business associates and end customers on installation and use of CES's structured cabling and other solutions, support Sales to consultatively sell and foster relationships with regional Architects, Design Consultants, Certified Installers, and End Customers, review customer requests for technical quotes and/or design assistance and recommend solutions.

What You Will Do


* Provide day-to-day support operations to ensure timely and effective resolution of customer issues / Serve as the primary point of contact for escalated technical issues within the region.


* Deliver hands-on technical training on CES's copper/fiber solutions to internal and external customers.


* Advocate CES's offer in technical forums and maintain CES's technical and collateral libraries for rapid response to end customer requests / Build strong relationships with key customers and stakeholders.


* Process tickets with CES's Customer Support Portal providing warranty, training, and support of CES's customers.


* Support Sales to consultatively sell and foster relationships with regional Architects, Design Consultants, Certified Installers, and End Customers


* Work closely with cross-functional teams, including Sales, Product Management, Engineering and Marketing to ensure customer needs are met.


* Experiment with prototypes of solutions to evaluate their features, benefits, and weaknesses.


* Proactively communicate competitive moves within the marketplace / Stay informed about industry trends and advancements to ensure the team remains knowledgeable and competitive.

Who You Are (Basic Qualifications)


* Previous experience in supporting and designing structured cabling (with both Copper and Fiber Optic solutions).


* Knowledge of industry standards for structured cabling


* Excellent at problem-solving and decision-making, with a customer-focused mindset.


* Self-directed and able to liaise with senior management and other department heads.


* Goal-oriented, organized and timely in you work, with a sense of urgency.


* Highly adaptable to rapidly changing environment and new challenges, and highly adaptable to changing business needs and technological advancements.


* Highly collaborative with cross-functional experts to deliver thorough technical sales content and training material.

What Will Put Yo...