Customer Success Engineer

Atlas Copco Group; Export (PA); Hybrid; USD 60,000 - 90,000; Full time

Job summary

LEYBOLD USA INC in Export, Pennsylvania, is seeking a Customer Success Engineer to provide tier-one troubleshooting for Leybold products via phone, email, and web forms. You will prepare customer quotations in SAP and C4C for standard and custom products, and assist account managers.

The role supports resellers and end users, collaborates with sales and service teams, and ensures compliance with U.S. export regulations.

Qualifications

• B.S. or technical degree with technical aptitude.
• Entry level 0–2 years of technical experience preferred.
• SAP/CRM experience is a plus.
• MS Office proficiency.

Responsibilities

• Aid customers with tier-one troubleshooting support via phone and email.
• Respond to requests via webchat and Hubspot tickets.
• Quote new product/service options for non-end user customers and route end-users as needed.
• Prepare customer quotations in SAP C4C for standard and custom products and post-sale services.
• Support Territory Account Manager and Reps with quotations when needed.
• Identify customer data to pass to Sales/Order Management to ensure a positive experience.
• Obtain end-use customer information to comply with U.S. export regulations.

Skills

Technical aptitude

MS Office

Critical thinking

Attention to detail

Problem-solving

Team player

Self-starter

Spanish language

Education

B.S. in Engineering

Technical degree

Marketing or business with technical aptitude

Tools

SAP

CRM

Job description

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
• 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 compensationpackage.

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

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:

Behind every innovative solution, there are people working together to transform the future. With careers sparked by initiative and lifelong learning, we are uniting curious minds, and you could be one of them.

Leybold is a brand that supplies customers with vacuum solutions. The brand’s products include vacuum pumps and systems, as well as standardized and customized vacuum solutions and services. Leybold’s core capabilities lie in offering applications and customized systems for the creation of vacuum and extraction of processing gases. These solutions are mainly used in manufacturing, analytical processes and research. Over the years, Leybold has demonstrated an ability to adapt to a changing world, consistently providing customers with new innovations and pioneering products. Leybold is a brand within Atlas Copco Group.