Customer Support Engineer Hardware

We invite you to embark on a journey. A technological journey towards the evolution of our society and our industries, powered by Industry 4.0 and supported by Lectra. Software, equipment, data and services… At Lectra, as a major player in the fashion, automotive and furniture markets, we contribute to the Industry 4.0 revolution with boldness and passion by providing best-in-class technologies. But it doesn’t stop there. By enabling industrial intelligence solutions, we facilitate the digital transformation of our customers. And we’re always on the lookout for new tech-enthusiasts to join the team! With more than 50 years of experience and a presence in over 100 countries around the world, we are 3000 employees united by passion and driven by innovation. A unique journey awaits you at Lectra, are you ready to craft the future of technology together?

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POSITION SUMMARY

Customer Support Engineer is responsible for direct customer interaction and troubleshooting, employing engineering expertise to assist customers and technical personnel for CAM- related service and application issues received by our North America Expertise Center.

POSITION QUALIFICATIONS:

• Strong customer service orientation
• Experience with electronic, electrical and cutting software applications and trouble-shooting On Lectra and Gerber manufacturing solutions.
• 2 – 5 years of relevant experience in trouble-shooting, training or consulting with end users that are off site.
• High-level of process analysis and communication skills
• Must be fully PC literate and have experience with MS Windows applications (Windows, Microsoft Word & Excel) Windows OS 10 or 11 experience preferred.
• Experience with Sale Force Service Cloud CRM.
• Be able to remotely diagnosis and repair Lectra / Gerber fabric cutting solutions to include using Lectra’s / Gerber advanced remote diagnosis tools.
• Analyze Lectra customer’s monthly customer care reports and discuss results with the customer.
• Ability to rely on experience and judgment to plan and accomplish goals
• Excellent communication, organizational and problem-solving skills
• High level of adaptability in a ever-changing environment
• Must have the ability to effectively communicate (orally and in writing and via telephone and email) in English and Spanish.
• Ability to sit at desk and conduct telephone conversations for long periods of time
• Demonstrated expertise in a variety of concepts, practices, and procedures relating to CAM and Productivity.

DUTIES AND RESPONSIBILITIES

• Investigate equipment failures or difficulties to diagnose faulty operation and recommend remedial actions;
• Provide assistance on CAM applications issues, including operation, maintenance and repair;
• Contact customers to resolve issues by phone, fax, email or direct computer link;
• Log all call activities and daily entry into the Sales Force service monitoring software;
• Compile and implementing a knowledge base of information.