Customer Support Engineer Hardware

LECTRA Gruppe; Mexico; On-site; PHP 2,769,230 - 3,692,307; Full time

Job summary

LECTRA Gruppe is looking for a Customer Support Engineer for their North America Expertise Center, based in Pampanga, Mexico. This role requires direct customer interaction to troubleshoot and assist with CAM-related technical issues.

The ideal candidate should have 2-5 years of relevant experience, strong communication skills, and be fluent in both English and Spanish. Knowledge of Sales Force CRM and Windows applications is preferred. Join Lectra in shaping the future of technology through industry-leading solutions.

Qualifications

• 2 – 5 years of experience in troubleshooting and consulting.
• Must be fully PC literate with Windows OS experience.
• Fluency in English and Spanish is necessary.

Responsibilities

• Investigate equipment failures to diagnose faulty operation.
• Provide assistance on CAM applications issues.
• Log all call activities into the Sales Force service monitoring software.

Skills

Troubleshooting skills

Communication skills

Process analysis

Adaptability

Tools

Sales Force Service Cloud CRM

MS Windows applications

Job description

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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?

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:

• 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.