Analyst Customer Application Support

Kennametal Stellite Inc.; Latrobe, Northern (Westmoreland County, KY); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Kennametal Inc. seeks a Metal Cutting Technical Support specialist to deliver product and application support to customers, distribution partners and internal teams via phone, fax, email and online chat. CRM logging and timely resolution are required for each inquiry.

The role emphasizes English fluency, strong communication, and proficiency with Word, Excel and PowerPoint, with occasional work from home or demonstrations as assigned.

Qualifications

• Fluent English required and excellent verbal/written communication.
• Experience with CRM systems and supporting customers in technical environments.
• Proficiency with Word, Excel and PowerPoint; ability to document and share solutions.

Responsibilities

• Provide product and application support to customers, distribution partners and internal staff via phone, fax, email and online chat.
• Log client requests in the CRM database and coordinate with engineering, marketing and manufacturing resources as needed.
• Identify and report on customers' product needs or issues and track resolution progress.
• Communicate dispositions and solutions to sales personnel and team members.

Skills

English fluency

Strong communication

CRM experience

MS Office proficiency

Education

Machinist apprenticeship

Engineering degree

Tools

CRM database

Microsoft Word

Microsoft Excel

PowerPoint

Job description

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With over 85 years as an industrial technology leader,Kennametal Inc.delivers productivity to customers through materials science, tooling and wear-resistant solutions. Customers across aerospace and defense, earthworks, energy, general engineering and transportation turn toKennametalto help them manufacture with precision and efficiency. Learn more atkennametal.com . Follow @Kennametal: Instagram, Facebook, LinkedIn and YouTube.

Metal Cutting Technical Support

Job Description

This person provides product support and application support to customers, distribution partners and internal company personnel. The support is provided via phone, fax, email and online chat. Ensures client inquiries are responded to by the appropriate Tech. Support staff. Logs client requests and solutions into the CRM database. Identifies monitors and reports on the nature of the client’s product needs or issues and maintains a plan for resolution. If necessary, assigns appropriate engineering, marketing, and manufacturing resources to ensure the problem is resolved to the client’s satisfaction.

Works various hours or shifts as necessary due to department requirements to be open and available for service.

Communicates the disposition of customer issues and solutions to appropriate sales personnel and other team members.

Implement quarterly plans, to support customers, distribution, and direct sales representatives.

Reports on individual contribution to department goals, service levels, and measurement standards.

Writes application bulletins and success stories assigned.

Gathers market intelligence and reports on it on a timely basis.

Work from home and demonstrations as assigned.

Responsible for the data entry of machining information and tool performance reports.

Works with the Metal Cutting Technical Support staff in the development of training programs.

Completed machinist or tool & die apprentice program or other relevant engineering degree is preferred: however, a suitable combination of metal cutting / machining experience and educational programs is acceptable.

The candidate will need to be fluent in English

Strong verbal and written communication skills required for support given over the phone, email and on-line chat.

Proficient with Microsoft Word, Excel and PowerPoint.

Ability to function as a "problem owner" for the majority of day-to-day application and products issues. Ability to initiate problem escalations, track these assignments and follow up with technical engineering, marketing resources and vendors.

Kennametal Inc. is an Equal Employment Opportunity employer.

Nearest Major Market

Pittsburgh

Job Segment

Technical Support, Direct Sales, Materials Science, Data Entry, Database, Technology, Sales, Science, Administrative