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Job Title:  Technical Customer Support (m/f/d)

Location: 

Elancourt, J, FR, 78990

Business Unit:  Process, Measurement & Inspection
Posting Date:  Sep 9, 2022
Job Description: 

AMETEK Land (Land Instruments) is the world’s leading manufacturer of monitors and analyzers for industrial infrared non-contact temperature measurement, combustion efficiency and environmental pollutant emissions. Infrared temperature measurement product range includes spot non-contact thermometers/pyrometers, thermal imagers and line scanners, portable non-contact thermometers and calibration sources. Combustion and environmental monitoring product range includes combustion efficiency monitors, portable gas analyzers, opacity and dust monitors and carbon monoxide detectors. Its product application solutions serve world industries including aluminum, glass, hydrocarbon processing, industrial processing, minerals, power generation, specialty metals and steel. For more information about AMETEK Land please visit www.ametek-land.com.

 

Job purpose:

Technical Customer Support is responsible for supporting the company’s sales/aftersales success by performing sales and operational activities for our French market. Respond to customer enquiries for RMA’s with emphasis on up-selling (service contracts, part exchange…).
Proactively follow up with customers that have taken new products and promote the AMECare service contracts that focus around preventative maintenance and calibration. Use the companies CRM (SFDC) for leads, opportunities and quotes to align with the existing inside sales team for new business.

 

The position is based on site in Nantes with regular opportunity to travel across Europe.

 

Key responsibilities and accountabilities:

 

  • Provide single point of contact for all after-sales/service customers at enquiry.

  • Promotion of service: contracts for onsite and local calibration service.

  • Increase/promote after-sales revenue through proactive customer follow-up.

  • Act as a liaison between the customers, service team and the factory, ensuring customer satisfaction.

  • Daily management of leads, quotes & orders, follow up customer requests for service and sales, assure proper customer satisfaction up to delivery and commissioning.

  • Provide technical & general office assistance to the wider LAND business unit as/when required.

  • Using own initiative, research accounts and contacts when required for sales and service development.

  • Provide technical support to customers, covering service and calibration of AMETEK Land products and systems. Also, commissioning if required. This support will be on-site and remote as required.

  • Ensure Site Visit Reports are completed and signed off by the customer in time to allow invoicing.

  • Provide support relating to the Repair & UKAS process to external customers in a timely manner.

  • Assist in the process of customer RMA’s – review return paperwork, send customer return authorisation (RMA number), quote and give clear instructions for product returns.

  • Unpack, log, and inspect incoming Return Material Authorizations (RMAs).

  • Support and troubleshoot with customers.

  • New system set ups and instrument firmware/software upgrades.

  • Updating of Return Material Authorizations (RMAs) within database.

  • Documenting of customer product complaints and non-conformances.

 

Key Competencies:

 

  • Communication and Presentation skills.

  • Customer service focus.

  • Problem analysis and problem-solving based on Product and Application knowledge.

  • Planning and organising.

  • Initiative and Creative.

  • Flexibility.

 

Experience, Professional Qualifications and Personal Requirements:

 

  • Relevant qualification in situable discipline.

  • A minimum of 2 years Customer Service-Related experience.

  • Strong computer and network skills. Knowledge of Microsoft products and CRM software.

  • Excellent verbal and written communication / interpersonal and organisational skills.

  • Strong work ethics / detail and goal oriented / self-motivated.

  • Team player with the ability to be self-directing and work on own initiative.

 

AMETEK is committed to making a safer, sustainable, and more productive world a reality. We use differentiated technology solutions to solve our customers’ most complex challenges. We employ 18,500 colleagues, in 30 countries, that are grounded by our core values: Ethics and Integrity, Respect for the Individual, Diversity and Inclusion, Teamwork, and Social Responsibility. AMETEK (NYSE:AME) is a component of the S&P 500. Visit www.ametek.com for more information.