WHAT YOU WILL EXPERIENCE IN THIS ROLE:
In this role, you will be responsible for:
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Providing technical support for Thermal products via phone, email, and online chat to customers, Field Sales, and Customer Service teams.
- Supporting the development of new business opportunities and engaging with customers to increase sales of the company’s products and services.
- Handling inquiries from both external and internal customers by phone, virtual meetings, and in writing, addressing technical questions and quotes in an efficient and timely manner.
- Managing and maintaining quotes within the ERP/Salesforce system.
- Assisting the Customer Service team by reviewing technical complaints, addressing customer concerns, and escalating issues when necessary.
- Supporting the Marketing department with technical training and proofreading marketing materials.
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Delivering comprehensive technical support to professional clients, including Planners, Architects, Consultants, Installers, Contractors, Specialized Distributors, and Company Representatives.
- Preparing pre-design documentation and coordinating work with other departments when needed.
- Creating and managing quotes for configured and custom-made-to-order products.
- Providing troubleshooting assistance for installation issues and start-up support via phone, virtual meetings, and written communication.
- Gaining proficiency in Company software products to perform technical simulations, such as heat loss calculations for piping and other applications.
WHAT WE’RE LOOKING FOR:
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Education: A Bachelor’s or Master’s degree in Electrical or Mechanical Engineering, or equivalent field experience.
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Experience:
- At least 1 year of experience in customer service or a supervisory role within an industrial setting.
- Familiarity with architectural and engineering drawings, such as process flow and piping schematics.
- Ideally, experience with distribution channels and electrical distribution.
- Experience with SAP and Thermodynamics is a plus.
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Skills:
- Fluent in French and English.
- Strong communication and interpersonal skills, especially for phone interactions.
- Technical aptitude with a quick ability to learn product information.
- Advanced computer literacy, including Microsoft Office Suite, AutoCAD, Bluebeam, PDF Foxit, and CRM software (Salesforce).
- Ability to multi-task and manage shifting priorities to meet customer needs.
- Problem-solving skills under time constraints.
- Team-oriented and comfortable working in a shared email and phone environment.
- Positive, “can-do” attitude and a proactive approach to supporting team efforts.
- Capability to follow standard work processes and contribute to their creation when needed.
WHAT WE OFFER:
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Competitive Salary and Benefits: Including health, dental, and vision insurance, a retirement plan with company matching, and paid time off.
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Hybrid Work Model: Enjoy flexibility with a mix of office and remote work tailored to your role and team.
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Professional Development Opportunities: Access to training programs, workshops, and growth paths within the company.
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International Work Environment: Join a diverse, global team where innovation and collaboration are key.
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Modern Office Facilities: Work in a state-of-the-art office designed to support productivity and comfort.
