Job Description
SUMMARY:
The Applications Support Customer Care Representative provides 1st level Pre/Post sales support on the Leuze portfolio and supports our sales team and distribution partners with technical application questions. This position requires basic knowledge of sensors (switching and measuring) as well as being familiar with industrial safety products, including safety light curtains and scanners. The target is to ensure excellent service standards and maintain high customer satisfaction.
Provide technical / application assistance, troubleshooting, and training to existing and potential customers.
Support the Leuze sales team and distribution partners on new and existing applications.
Manage the tech support email inbox and phone number. Enter technical inquiries into the CRM and distribute service tickets to technical team members as needed.
Manage device return/repair inquiries, including quoting and processing repairs in SAP.
Maintain regular communication and continuous contact with the customer care, sales, and application support helpline team members.
As their one-stop technical connection to Leuze electronic, Inc. our clients get fast, friendly “Industry Best” support for technical inquiries in both pre and post sales.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Ownership of technical support requests for customers in Canada and United States
Respond promptly and professionally to customer inquiries and create “Tickets” for Product Specialists and Higher-Level Application Support as required
Communication with customers via phone and email
Experience with entering and managing orders in SAP
Ability to understand customer needs and recommend products and accessories
Collaboration with other departments such as Sales, Engineering, and Product Management.
Administration and follow up on customer repair request.
Participation in individual and team projects/trainings as needed
Perform all other duties as assigned by Application Support Helpline Director to meet the organization needs
Other projects as assigned by the manager
Additional duties
Samples testing.
Record details of customer interactions within Leuze’s internal CRM System (A9)
Maintains customer records by updating account information within A9
Quote and process RMAs in SAP
Other office support as identified by Leuze Management
SKILLS/COMPETENCIES:
Competence in interactive communication, problem solving, and decision making
Good and fluent in both written and oral communication skills, including presentation skills
Excellent analytical and troubleshooting skills with the ability to communicate complex technical content in an easy-to-understand manner
Ability to organize and prioritize tasks between multiple ongoing projects
Strong customer orientation
High energy and positive attitude
Able to work independently, as well as an effective team player
Computer proficiency and comfort with learning new software programs; prior experience with business management systems preferred
MS-Office, CRM System, SAP
Valid US Driver's License
Ability to lift 25 lbs.
EXPERIENCE/EDUCATION
Associate's degree in EE/CE/CS (with 3+ years experience) or BS/MS degree in EE/CE/CS
Pre/post-sales support/consultancy experience
Support sales group on technical inquiries.
Experience in SAP
The Applications Support Customer Care Representative provides 1st level Pre/Post sales support on the Leuze portfolio and supports our sales team and distribution partners with technical application questions. This position requires basic knowledge of sensors (switching and measuring) as well as being familiar with industrial safety products, including safety light curtains and scanners. The target is to ensure excellent service standards and maintain high customer satisfaction.
Provide technical / application assistance, troubleshooting, and training to existing and potential customers.
Support the Leuze sales team and distribution partners on new and existing applications.
Manage the tech support email inbox and phone number. Enter technical inquiries into the CRM and distribute service tickets to technical team members as needed.
Manage device return/repair inquiries, including quoting and processing repairs in SAP.
Maintain regular communication and continuous contact with the customer care, sales, and application support helpline team members.
As their one-stop technical connection to Leuze electronic, Inc. our clients get fast, friendly “Industry Best” support for technical inquiries in both pre and post sales.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Ownership of technical support requests for customers in Canada and United States
Respond promptly and professionally to customer inquiries and create “Tickets” for Product Specialists and Higher-Level Application Support as required
Communication with customers via phone and email
Experience with entering and managing orders in SAP
Ability to understand customer needs and recommend products and accessories
Collaboration with other departments such as Sales, Engineering, and Product Management.
Administration and follow up on customer repair request.
Participation in individual and team projects/trainings as needed
Perform all other duties as assigned by Application Support Helpline Director to meet the organization needs
Other projects as assigned by the manager
Additional duties
Samples testing.
Record details of customer interactions within Leuze’s internal CRM System (A9)
Maintains customer records by updating account information within A9
Quote and process RMAs in SAP
Other office support as identified by Leuze Management
SKILLS/COMPETENCIES:
Competence in interactive communication, problem solving, and decision making
Good and fluent in both written and oral communication skills, including presentation skills
Excellent analytical and troubleshooting skills with the ability to communicate complex technical content in an easy-to-understand manner
Ability to organize and prioritize tasks between multiple ongoing projects
Strong customer orientation
High energy and positive attitude
Able to work independently, as well as an effective team player
Computer proficiency and comfort with learning new software programs; prior experience with business management systems preferred
MS-Office, CRM System, SAP
Valid US Driver's License
Ability to lift 25 lbs.
EXPERIENCE/EDUCATION
Associate's degree in EE/CE/CS (with 3+ years experience) or BS/MS degree in EE/CE/CS
Pre/post-sales support/consultancy experience
Support sales group on technical inquiries.
Experience in SAP
💡 Quick Summary
Seeking a career-building opportunity? The Customer Care Level 1 Tech Support Representative- post position is now open for candidates interested in the IT Engineer & Developer Jobs sector. This role in Atlanta offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in IT Engineer & Developer Jobs is a plus.
