Job Purpose

The person in this position - Application Support I will be the first point of contact for most customer inquiries related to Discrete Automation products. This person will be exceptionally organized to keep track of the cases and respond to every single request in a timely and effective manner. The candidate needs to be a quick learner, as this role demands continuous improvement and development of technical skills. The candidate must be a proactive technician eager to learn and collaborate optimally in a constantly evolving environment.

Duties and Responsibilities

To identify and provide reliable solutions for all technical applications to assure complete customer happiness. Make engineering calculations to support product selection/recommendation. To increase revenue by providing extraordinary technical support and customer service to end users, sales team, distributors, OEMs, business partners, and subsidiaries in a team-based environment. Working in conjunction with the sales team as the key technical advisor and product advocate.

• Responsible for handling technical inquiries for Discrete Automation product lines such as valves, manifolds, field buses, pressure/temperature switches, combustion products, sensors, FRLs, pneumatic and RCS products.
• Responsible for handling pricing requests for domestic and international products (RFQs).
• Provide application support and solutions for Discrete Automation products.
• Provide accurate quotations based on customer and application requirements.
• Work on special projects assigned by the team lead/managers.
• Provide troubleshooting and solutions to warranty and quality issues.
• Ensure files and quotes remain current and organized.
• Align with service level agreements and performance indicators as required by the organization.

Qualifications

• Technical Support or Customer Service Experience: 1-3 years
• Education: Technical degree or equivalent experience and Engineering Student (1-2 years) in any of the following fields: Electronic, Electrical, Mechanical, Electromechanical, or Chemical.
• English Level: B2
• Performance: Successful or above

Key Proficiencies

• Committed
• Customer Focus
• Collaborates
• Nimble learning

Working Conditions

Application and Technical Support team provides assistance to US customers, so the person in this role needs to align with US business hours and working days.

• Schedule: Monday through Friday from 8am to 5pm EST
• US holidays are different from CR holidays. The nature of the business demands coverage for US working days therefore it might be necessary to work on a holiday. This will be notified by the supervisor ahead of time and will be paid according to CR law.