Technical Support Engineer

WHAT YOU WILL EXPERIENCE IN THIS POSITION:

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 to develop new opportunities and interact 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, quotes, in an efficient and timely manner.

• Process and maintain quotes within the ERP/Salesforce operating system.

• Assist Customer service team in reviewing customer complaints related to technical matters, addressing customer and escalating if needed.

• Assist Marketing department in technical trainings and marketing literature proofreading.

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

• Provide Pre-Design and Design deliverables, 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 nVent software products and develop technical simulations such as Heat loss calculation of piping and other applications.

• Hold a Bachelor or Master Degree (Electrical , Mechanical Engineering) or equivalent through field experience.

• Experience:

  • 1+ years’ Customer service or Supervisory experience in an industrial environment;

  • Proficiency in Architectural and/or Engineering drawings (process flow, piping schematics).

  • Ideally experience working with channels and electrical distribution.

  • Ideally some SAP experience.

  • Ideally some Thermodynamics experience

• Skills:

  • Languages: fluent English & French or German. Dutch will be an advantage.

  • Strong communication/interpersonal skills especially over the phone.

  • Technical capability for product knowledge.

  • Advanced Digital literacy: Microsoft Office Suite, AutoCAD, Bluebeam, PDF Foxit, CRM (Salesforce)

  • 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 within the operations organization.

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