LOCATION : Burlington, MA
DEPARTMENT: Sales
NEXT HIGHER MANAGER: Director, Sales Operations
COMPANY OVERVIEW
Philips Solid-State Lighting Solutions, the new entity formed by Philips’ acquisition of Color Kinetics, transforms environments through new, dynamic uses of light. Its award-winning lighting systems and technologies apply the benefits of LEDs as a highly efficient, long lasting, environmentally friendly, and inherently digital source of illumination - reinventing light itself as a highly controllable medium. Philips Solid-State Lighting Solutions also enables widespread adoption of LED lighting through OEM and licensing partnerships in diverse markets. The company is headquartered in Burlington, MA with offices in the UK and China.
JOB FUNCTION / PURPOSE
Pre & Post Sale Technical Support, Field Service and Call Center Customer Support
Provides pre and post sale technical support, call center customer service and support and field application engineering services.
RESPONSIBILITIES
Pre-Sales Support
- Assist the inside/outside sales staff, CK reps, distributors, designers, and end-users in determining effective applications of our lighting products, including which lights to use, placements, control options, effects, interface with outside systems.
- Help to construct detailed Bills of Materials for projects, including all lighting, power, control, and cable components needed using drawings, discussions with potential customers and sales staff, and/or building and performing mock-ups both on-site and in the office.
- Provides sales team with shop drawings and bill of materials (BOM) for product pricing analysis and decisions. Responsible for ensuring that each job has a specification & layout diagram.
- Support projects with CAD documentation, including general and/or job-specific wiring diagrams, adding CK products and wiring to existing architectural plans, custom layouts, DMX addressing guidelines and instructions.
- Provides internal sales and Manufacturers Representatives with training and support.
- Assists sales achieve quota.
- Works closely with and gathers feedback from manufacturers representatives, channel partners, specifiers, and end-users and reports findings to engineering and the product management team.
PRINCIPLE ACTIVITIES / OBJECTIVES
Pre-Sales Support
- Stays aware of competitive products and product positioning in the marketplace and reports findings to IP/Technology team.
- Deploys effective training and demonstrations.
- Provide support at trade shows as needed.
Post-Sales Support
- Participates in a 24/7customer support center.
- Travels to job-sites nationwide to provide post-sales; installation support (including both supervision and limited physical participation), technical troubleshooting and problem solving, product repair/replacement, Color Kinetics proprietary software, or other programming, DMX address instruction, attend pre-installation meetings, angling/alignment of fixtures, and whatever else leads to a completed, functioning installation, both in pre-arranged and "emergency" situations.
- Supports installations from the office, by fielding all technical troubleshooting phone calls and e-mails from sales staff, designers, electricians, etc., and often provide both ColorPlay, (Color Kinetics proprietary software) assistance and/or show writing for end-users.
NATURE & SCOPE
In this customer support role, the application engineer acts as a technical support resource for the Sales team, Manufacturers representatives, distributors, specifier's, contractors and electricians. The primary objective of this role is to proactively support the growth of the North American Professional Lighting business by addressing the technical support needs of end-users and customers.
Application Engineers will visit job sites, diagnose problems and work to a successful resolution. They provide product training to the representative partners.
Responsibilities include a combination of pre and post sale technical support consultation services, technical product demonstrations, making creative and innovative recommendations on the use and application of our products and services and a thorough understanding of the competitive landscape in which we operate. Application Engineers participate in product meetings and discussions and provide information from the field concerning products, their applications, and issues surrounding their installations and reliability. AE's also participate in the NPDP process. AE's assist with some engineering testing and prototype evaluations. This includes new product Beta testing to determine a product's performance under field conditions.
EXPERIENCE
Must have a successful track record in a technical customer support capacity and be comfortable playing an active role in the pre and post sales cycle. Must be technically versed in our products and aware of the competitive landscape. Must possess solid networking skills and be able to successfully build and maintain relationships with CK's customers.
Must have a minimum of 1-3 years technical support experience, experience with AutoCAD and have exceptional communication and people skills, and a high customer service orientation. The ideal candidate with have knowledge of Technical interfaces with other lighting control systems, Electrical Engineering and/or Lighting exp. a plus. Bachelor's degree or equivalent experience. Travel: About 50 - 75% .
PROBLEM SOLVING
The Application Engineer must relate well to all kinds of people, inside and outside the organization. Must build appropriate rapport, listen and develop constructive and effective relationships. The AE must use diplomacy and tact. Must be sensitive to customers, manufacturers reps and how the sales cycle functions.
ACCOUNTABILITY
Technical Proficiency in the use and application of CK Products & Services
Sales Training
Customer service
To apply for this position, please email resume and cover letter to careers@colorkinetics.com
or fax to 617-423-9998.
CK is moving August 24, 2007
Our new address is:
3 Burlington Woods Drive
4th Floor
Burlington, MA 01803
No agencies or phone calls, please.
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