Customer Support Specialist, CAD
COMPANY OVERVIEW:
This company develops premium solutions that give fashion, automotive, and furniture companies the meant to embark on Industry 4.0 with confidence. They empower brands, manufacturers, and retailers, by providing them with the market respect and piece of mind they deserve. This organization offers Collection Design, Manufacturing and Management Solutions (CAD, CAM, PLM, etc.), Cutting Room solutions, and Competitive Intelligence Solutions.
Founded in 1973, this company has over 3,000 employees and serving customers in over 100 countries.
POSITION OVERVIEW:
The Customer Support Engineer is a key contributor in supporting customers post sales on the Company’s production CAD offering, from the pattern design through out the final production data for their customers.
This position will have responsibilities in Customer Success, assisting Customers, and internal technical personnel with CAD-related service issues received by the North American Expertise Center. This position will deal directly with the customer, to listen to their issues, analyze, trouble-shoot and provide a solution, assist with settings, and identify and communicate business opportunities to appropriate account managers. It is the Customer Support Engineer’s responsibility to log all case details in Salesforce and to respond to the customers in a timely manner and follow through until resolution.
RESPONSIBILITIES:
- Respond to customers Service Requests by phone and email, respecting the customer contract
- Ensure customer support related to CAD
- Identify customer’s objectives, trouble-shoot/isolate problems between the Company’s CAD proprietary software or peripherals
- Resolve problems remotely
- Determine critical cases to escalate
- Follow Service Request until the final resolution
- Identify and communicates business opportunities to account managers
- Assist customers on Pattern and Marker making applications, including 4.0 production solutions.
- Guarantee customer satisfaction and resolutions
- Log all Service Call and daily activities into the service monitoring software SFDC
- Stay up to date with latest releases of supported software / new functionalities
- Other projects and duties as assigned
INTERNAL & EXTERNAL RELATIONS:
Works primarily and extensively with external clients; works also with internal teams, such as:
- 1st level support teams and local teams such as field technicians, Pre-sales and Training Delivery teams in US, CA and MX
- 2nd level support in France
- Account management
- Marketing (local and corporate)
PREFERRED PROFILE:
- Degree in technical apparel or furniture or industrial soft goods design and manufacturing
- 5+ years experience as a pattern designer in an apparel or industrial company
- Experience or high-level knowledge of workflow and application of Pattern Design. Experiences in a pre-production and production soft goods cutting floor would be a plus.
- Experience with Apparel CAD Applications or other Apparel/Furniture CAD applications as well as cut order planning.
- Fluent in English and Spanish
- General Microsoft Windows experience
- Knowledgeable with Microsoft Office products (Word, Excel, and Outlook)
POSITION QUALIFICATIONS:
This position requires a motivated self-starter.
- Excellent communication skills and customer relation skills
- Ability to work well in a team environment
- Strong customer service skills
- Excellent verbal and written skills in English and Spanish (French a plus)
- Good organizational skills
- Candidate will possess a positive attitude and be willing to be part of a team
TRAVEL:
The position is based in Smyrna, GA, USA
There will not be much traveling required other attending internal training sessions in the US or France.
HOURS OF OPERATION:
Monday – Friday
Rotation between 8:00 a.m. – 5:00 p.m. and 11:00am – 8:00pm
Job ID# 2516463
Artemis Referral Bonus – $1000! If you know someone for this job, please join our Referral Bonus Program and submit them.
Artemis invites you to subscribe to our free Job Alerts to be notified about career advancement opportunities. You can also join our monthly Talent Connection newsletter to receive free resources designed to help progress your career.