Product Support Administrator

Product Support Administrator

You\'ve discovered something special. A company that cares. Cares about leading the way in construction, engineering, manufacturing and renewable energy. Cares about redefining how energy is designed, applied and consumed. Cares about thoughtfully growing to meet market demands. And - as \"one of the Healthiest 100 Workplaces in America\" - is focused on the mind/body/soul of team members through our Culture of Care. The Product Support Administrator is responsible to help build, manage and facilitate the full ecosystem of technical support, warranty programs, and field service partnerships that support our electrical distribution products post-delivery. This role will assist in the development of the warranty, technical support, and service systems, along with helping to define the processes that make them function. You will collaborate with both internal and external stakeholders to align all aftermarket product support structures with customer expectations, organizational capabilities, and go-to-market strategies. By connecting the right people, processes, and platforms, the Product Support Administrator helps us fulfill our purpose-building trust through products that power society-and bring to life our principles of system design, problem-solving, and developing others.

Minimum Requirements

• Education: Associate\'s or Bachelor\'s degree in Engineering, Business Administration, Operations Management, or related field.
• Experience: 5+ years in business administration, technical support, service operations, or customer experience roles, preferably related to electrical distribution products or similar industrial products.
• Experience with ERP, CRM, service, or warranty system platforms (e.g., Salesforce, Service Cloud, Salesforce Field Service, Microsoft Dynamics 365, Acumatica)
• Travel: up to 25% depending on business needs.
• Work Schedule: Typical work hours are between 7:00 a.m. and 5:00 p.m. Monday - Friday. Works a sufficient schedule to meet the expectations of the role.

Key Responsibilities

• Assist in developing and implementing product support strategies and policies while ensuring alignment with product strategy and customer expectations.
• Design, build, and manage scalable technical support, warranty and service support channels for internal teams and customer-facing processes.
• Assist in the development and creation of customer and asset records.
• Assist in the development and configuration of technical support, warranty and service support systems and solutions.
• Develop work instruction level of detail in aftermarket business processes and procedures.
• Coordinate across internal teams (engineering, operations, quality, safety, etc.) to ensure product support processes are executable and consistent.
• Capture critical quality escalations and field issues with a focus on continuous improvement and customer trust.
• Use problem-solving and systematic thinking to reveal gaps and design sustainable, scalable product support solutions.
• Performs other related duties as required and assigned.

The job description and responsibilities described are intended to provide guidelines for job expectations and the employee\'s ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

How Does FTI Give YOU the Chance to Thrive?

If you\'re energized by new challenges, FTI provides you with many opportunities. Joining FTI opens doors to redefine what\'s possible for your future.