This Position reports to:
Commercial Operations Manager
In this role you will have the opportunity to provide technical assistance to internal and external Low Voltage Drive customers and ensure timely and cost-effective support in accordance with standard processes and guidelines.
Each day, you will support more complex technical support cases. You will also showcase your expertise by contributing to customer satisfaction by executing support work according to customer expectations.
The work model for this role is: Hybrid
The role supports the: Motion Drive Products business (MOSE)
Responsibilities
- Contributes to customer satisfaction by executing support work according to customer expectation(s) (and order).
- Displays clear understanding of sense of urgency and care in their own area of responsibility and knows how to communicate that to customer(s).
- Ensure customer retention by delivering superior customer experience.
- Identifies opportunities (while supporting customers) to address any additional concerns and reports those opportunities to the account team through local business processes.
- Supports basic technical support cases.
- Identifies technical problems and analyzes them through communication with customers and remote connections to assets (when applicable) for a limited range of services and products for which they are certified to perform.
- Executes wrap-up and follow-up (when needed) of support cases, in a timely manner.
- Identifies improvement needs in the ways of working and potential solutions for them, communicates them proactively, and drives minor improvement actions.
- Plans and execute work as per first-time right approach with customers, and ensure the job is done on time and as per quality standards.
- Prepare all documents and customer reports to be acknowledged by the customer representative.
- Utilizes all relevant support and reporting tools to document work, according to the global end-to-end processes.
Qualifications
- Electrical engineering degree or electronic college degree with a minimum of 5 years of experience in AC & DC Variable Frequency Drives (VFD) and Programmable Logic Controller (PLC)
- Good factory automation and electrification best practice knowledge.
- Good industrial fieldbus communication protocol knowledge.
- High customer focus.
- Teamwork oriented and demonstrate high level of initiative, problem solving, information seeking and eager to learn.
- Good sense of urgency and ownership.
- Good knowledge of Microsoft Office suite. Microsoft Power platform knowledge an asset
- Availability to travel up to 15% of the time within Canada, USA & Europe
- Proficiency in French and English, both spoken and written. French is required. English is also necessary for regular communication with customers outside Quebec.
This position is a replacement of a current role
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