Customer Success Engineer

Leybold; Export (PA); Hybrid; USD 52,000 - 76,000; Full time

Job summary

Leybold USA Inc. is seeking a Customer Success Engineer to provide tier-one troubleshooting support for Leybold products and to prepare customer quotes in SAP and C4C for various customers.

The role supports account managers, along with export regulatory compliance, in a hybrid work setting in Export, PA. The ideal candidate may have an engineering background, 0–2 years of technical experience, and familiarity with SAP/CRM.

Qualifications

• B.S. degree in Engineering or technical field.
• Entry Level, 0–2 years of technical experience preferred.
• SAP/CRM experience is a plus.
• Excellent oral & written communication skills.
• Strong MS Office skills.
• Strong critical thinking.
• Detail-oriented and problem-solving abilities.
• Team player, flexible and adaptable.
• Fluent in Spanish is a plus.
• Valid driver’s license.

Responsibilities

• Aid customers with tier-one troubleshooting by phone and email.
• Respond to requests via web chat, email via Hubspot tickets.
• Discuss new product/service options and quote for non-end-user customers.
• Prepare quotations in SAP C4C for standard and custom products over $20K.
• Provide support to Territory Account Manager during travel.
• Support reps without system access with forms and lead time requests.
• Identify when to pass details to Sales/Orders to ensure positive experience.
• Obtain end-use customer information to comply with U.S. export regulations.
• Other duties as assigned.

Skills

Communication

MS Office

Critical thinking

Attention to detail

Team player

Self-starter

Spanish

Driver's license

Education

BS in Engineering

Tools

SAP

CRM

Job description

Your role

The Customer Success Engineer provides tier-one troubleshooting support for Leybold products with all forms of communication and preparing customer quotes in SAP and C4C for various customers. Will also assist with new product and service options, support account managers, and ensure compliance with U.S. Commerce export regulations.

• Aid customers with tier-one troubleshooting support on Leybold products via phone and in response to email and web form requests for technical support.
• Respond to requests from customers via webchat, email via Hubspot ticketing system and direct requests.
• Discuss available new product and service options for customer needs when troubleshooting is exhausted, including quoting those options for non-end user customers and passing end-user customers to virtual/ outside sales group for further assistance.
• Prepare customer quotations in our SAP C4C system for standard and custom products or post-sale services for direct requests from resellers, house accounts, OEM customers, and end-user customers with requests for new products over $20K.
• Provide support to the Territory Account Manager for quotations when they are traveling.
• Provide support to Reps who do not have system access for customer quotations, sending new customer forms, lead time requests, and contact maintenance.
• Identify when and which customer details need to be passed to Sales Management, Product Support, Service, Virtual Sales, Account Managers/ Reps, and Order Management to ensure positive customer experience.
• Obtain End-use customer information to comply with U.S. Commerce export regulations.
• Other duties as assigned

Your Skills And Experience

We encourage you to apply even if you don't meet every single requirement. We value diverse experiences and perspectives and are excited to see what you bring to the role.

• B.S. degree in Engineering, other technical degree, marketing or business with technical aptitude
• Entry Level, 0-2 years of technical experience preferred
• SAP/ CRM experience is a plus
• Excellent oral & written communication skills
• Working knowledge of MS Office Products
• Strong critical thinking skills
• Great attention to detail and problem-solving abilities
• Phenomenal teammate who is flexible and adaptable
• A self-starter with strong work ethic
• Fluent in Spanish is a plus
• Valid driver’s license

Your Compensation And Benefits

• We believe there is always a better way. Open for change and feedback is what defines our culture.
• We support you on your journey: individual learning opportunities, world-wide job opportunities or technical training from our academy.
• The safety and well-being of our employees is important to us, which is why we set high standards for your workplace safety.
• We offer a competitive compensation package.

LEYBOLD USA INC. is an Equal Opportunity Employer – M/F/Disabled/Veterans

• #UUY

Your job location

This position provides a hybrid working model, enabling you to divide your time between remote work and on-site presence at Leybold USA Inc. in Export, Pennsylvania, United States following your training.

Application process

Our selection process includes interviews and, for some roles, skills assessments that help us gain a deeper understanding of your profile. We look forward to getting to know you, learning about your strengths, and discussing how you can grow with us. If you have questions during the process or need support, please contact us:

Talent Acquisition: Ian Boudreaux

About Leybold

Leybold employs people on four continents. Many of them have a scientific or technical focus. Their knowledge, creativity and experience are essential for our success.

The demands of the high-tech industry and the cultural diversity in our globally active company also contributes to an attractive and stimulating working environment at Leybold. Technical knowledge is important to us, as are personal soft skills and the willingness to work in international project teams.

Leybold is part of the Vacuum Technique Business area of the Atlas Copco Group. The Group's sustainable approach also determines our visions and values. A wide range of training and further education programs are available, to enhance technical know-how and systematically expand skills. Because only great ideas accelerate innovation.