Product Support Engineer (Hybrid) – Keystone Technologies

*This is a hybrid remote position. Please note this position would require working onsite for onboarding and training, and then a minimum of three days per week after the training period is completed. Please do not apply unless you are local to Lansdale, PA and are able to work onsite a minimum of three days per week after the training period.*

The Opportunity:

The Product Development Team maintains Keystone’s core values and business goals by creating new products and improving the performance, cost, and/or quality of existing products.

The Product Support Engineer executes the resolution of advanced technical issues for Keystone customers and staff by managing, evaluating, and resolving any existing product/job-site issue or RMA request. This position acts as the liaison between the customer, Keystone, and the factories. It requires expert level knowledge of existing Keystone products, development history, and applications. The role also involves training and education of customers, sales, RMA, and other less experienced product development team members. Occasionally there may be involvement in new product development work.

Who we are:

Founded in 1945, Keystone Technologies is a third-generation, family-owned business headquartered in the Greater Philadelphia area.

A national leader in the commercial and industrial lighting industry, Keystone reaches customers across the U.S. with its mission of “Light Made Easy.” We are an engaged and collaborative team where individuals are supported to reach their full potential.

Keystone’s core values:

1. We are a customer-service-obsessed company.

2. We earn the trust of our co-workers, customers, and partners by acting with honesty and integrity.

3. We bring a positive, can-do attitude to all our efforts.

4. We are a company that is easy to do business in every aspect.

5. We treat all associates, both internal and external, with respect and professionalism.

6. We operate with efficiency and continue to find better methods for conducting business.

7. We share our ideas, thoughts, responsibilities, and accountability to succeed as a unified team.

What we offer:

We offer a flexible work environment, and most employees are permitted to work remotely several days a week.

Our benefits include medical, dental, vision, voluntary life insurance, employer-paid group life insurance, short-term disability, a 401k plan, paid time off, and philanthropic opportunities.

Your Impact:

  • Act as the liaison between customers, multiple Keystone departments, and overseas factories for advanced RMA cases. Be the central coordinator driving resolution in addition to performing the needed in-house testing.
  • Maintain key customer relationships, navigating sensitive situations to identify and execute solutions to make sure all parties are satisfied
  • Primary point of contact for advanced level product support needs
  • Perform technical troubleshooting, sometimes visiting jobsites to resolve issues
  • Educate and train sales, customers, and less experienced product development team members through contributions to the knowledge base, lab tours, regular interactions, and mentoring
  • Collaborate with product managers and engineers to assist in performance testing for product designs – including assessing product compatibility testing with other lighting devices on the market
  • Solve product certification issues (e.g. UL or DLC) for primarily new products, and use standards knowledge to help guide development efforts

What you bring:

  • Associate’s Degree in Engineering or related field required
  • 1-3 years of experience in Engineering and/or Product Development preferred
  • Excellent verbal and written communication skills
  • Competency in electrical fundamentals
  • Product Development knowledge
  • Desire to learn lighting industry
  • Technical experience with troubleshooting and root cause analysis
  • Fluent in Microsoft Office Applications
  • Engineering Compliance knowledge
  • Occasional travel required: ~5 times per year (may increase as role grows)

Please note that we do not accept unsolicited resumes from recruiters or employment agencies.