Analyst Customer Application Support
About The Position
This person provides product support and application support to customers, distribution partners and internal company personnel. The support is provided via phone, fax, email and online chat. Ensures client inquiries are responded to by the appropriate Tech. Support staff. Logs client requests and solutions into the CRM database. Identifies monitors and reports on the nature of the client’s product needs or issues and maintains a plan for resolution. If necessary, assigns appropriate engineering, marketing, and manufacturing resources to ensure the problem is resolved to the client’s satisfaction. Works various hours or shifts as necessary due to department requirements to be open and available for service. Communicates the disposition of customer issues and solutions to appropriate sales personnel and other team members. Implement quarterly plans, to support customers, distribution, and direct sales representatives. Reports on individual contribution to department goals, service levels, and measurement standards. Writes application bulletins and success stories assigned. Gathers market intelligence and reports on it on a timely basis. Work from home and demonstrations as assigned. Responsible for the data entry of machining information and tool performance reports. Works with the Metal Cutting Technical Support staff in the development of training programs.
Requirements
- Fluent in English
- Strong verbal and written communication skills required for support given over the phone, email and on-line chat.
- Proficient with Microsoft Word, Excel and PowerPoint.
- Ability to function as a "problem owner" for the majority of day-to-day application and products issues.
- Ability to initiate problem escalations, track these assignments and follow up with technical engineering, marketing resources and vendors.
Nice To Haves
- Completed machinist or tool & die apprentice program or other relevant engineering degree is preferred; however, a suitable combination of metal cutting / machining experience and educational programs is acceptable.
Responsibilities
- Provides product support and application support to customers, distribution partners and internal company personnel via phone, fax, email and online chat.
- Ensures client inquiries are responded to by the appropriate Tech. Support staff.
- Logs client requests and solutions into the CRM database.
- Identifies, monitors, and reports on the nature of client product needs or issues and maintains a plan for resolution.
- Assigns appropriate engineering, marketing, and manufacturing resources to ensure problem resolution to the client's satisfaction.
- Communicates the disposition of customer issues and solutions to appropriate sales personnel and other team members.
- Implements quarterly plans to support customers, distribution, and direct sales representatives.
- Reports on individual contribution to department goals, service levels, and measurement standards.
- Writes application bulletins and success stories.
- Gathers market intelligence and reports on it on a timely basis.
- Performs data entry of machining information and tool performance reports.
- Works with Metal Cutting Technical Support staff in the development of training programs.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
