Post Sales Support - Specialist

Your role and responsibilities

In this role, you will have the opportunity to support with the accurate end-to-end resolution of post-sale customer requests. Each day, you will assist in resolving warranty products, customer complaints and disputes in a timely manner to ensure customer satisfaction. You will also showcase your expertise by analyzing trends within the claims process to highlight any repetitive failures to further support continuous improvement.

The work model for the role is: #L-Hybrid

You will be mainly accountable for:

• Interact with technology, quality, supply chain, product management, sales, and field service to provide technical and commercial solutions to customers.
• Act as the primary customer and field sales contact to own, contain, and resolve post shipment customer issues.
• Work closely with customers to develop resolution plans, monitor progress, and ensure appropriate closure.
• Provide troubleshooting and problem resolution support via phone and case management tools.
• Work cross-functionally with global teams.
• Document customer cases and actions using case tracking tools

• BS in electrical or mechanical engineering or a minimum of 3 years equivalent experience.
• Minimum of 3 years of product knowledge in the design, manufacture, and application of molded case circuit breakers, transformers, residential products, lighting panels, switches, and general-purpose control products.
• Electrical distribution experience.
• Engineering background.
• Strong process and organizational skills.
• Customer-focused...drives for process improvement from a customer perspective.
• Change agent with the ability to interact with and influence business clients at all levels. Well-developed interpersonal and coaching skills. Excellent communication and influencing skills.