Technical Support Engineer

WHAT YOU WILL EXPERIENCE IN THIS POSITION:

This position plays an integral role in achieving the business objectives by effectively managing the flow of incoming and outgoing communications with our Customers and the Sales Channels. 

We’re looking for people who put their innovation to work to advance our success – and their own. Join an organization that ensures a more secure world by connecting and protecting our customers with inventive electrical solutions.

In this position, you will get to:

Provide technical support for Thermal products via phone, e-mail and Online Chat for Customers, Field Sales and Customer Service.

Assist in developing new opportunities and interacting with customers primarily to increase sales of an organization's products and/or services.

Process external and internal customer questions by telephone, virtual meetings and in writing concerning technical queries and quotes, in an efficient and timely manner.

Process and maintain quotes within the ERP/Salesforce operating system.Assist the Customer Service team in reading and communicating customer complaint cases.

Provide in-depth technical support for professional customers (Planners, Architects, Consultants, Installers, Contractors, Distributors and Chemelex Representatives).

Provide Pre-Design deliverables and coordinate the work of other departments if this work was delegated to another executor.

Manage and create quotes for configured and other MTO products.

Provide support for troubleshooting installation issues & start-up assistance by telephone, virtual digital meeting and in writing.

Know Chemelex software products and develop technical simulations such as Heat loss calculation of piping and other applications.

You have:

Hold a Bachelor’s or Master’s Engineering Degree.

Experience: 1+ years’ Customer service or Supervisory experience or other engineer role related to technical service;

Experience in reading architectural or engineering drawings.

Ideally experience working with channels and electrical distribution.

Ideally some SAP experience.

Skills:

Languages: native Polish, Upper Intermediate or higher level of English.

Strong communication/interpersonal skills especially over the phone.

Technical aptitude for product knowledge.

Advanced Computer literacy: Microsoft Office Suite, AutoCAD, Bluebeam, PDF Foxit.

Ability to multi-task and juggle shifting priorities to satisfy customer requests.

Problem-solving under adverse time constraints.

Capable of working with Shared e-mail and phones: Team environment.

This person should possess a “can-do” attitude and be expected to learn product information quickly.

Team player: have a positive and constructive impact on the team; professional attitude towards different positions, working closely with the operations organization.

Capability to follow standard work processes and help create them when needed.