Customer Application Support Analyst

This is a fully remote position, open to applicants in Pennsylvania.

📋 Description

• Deliver product and application support to customers, distribution partners, and internal personnel.

• Offer support through phone, fax, email, and online chat channels.

• Ensure that client inquiries are addressed by the appropriate technical support staff.

• Record client requests and solutions in the CRM database.

• Identify, track, and report on client product needs or issues while maintaining resolution plans.

• Allocate engineering, marketing, and manufacturing resources as needed to address problems.

• Communicate the status and solutions of customer issues to sales personnel and team members.

• Execute quarterly plans that support customers, distribution, and direct sales representatives.

• Report personal contributions to departmental goals, service levels, and measurement standards.

• Write assigned application bulletins and success stories.

• Collect and timely report market intelligence.

• Work remotely and conduct demonstrations as required.

• Enter machining information and tool performance reports.

• Assist Metal Cutting Technical Support staff in developing training programs.

⛳️ Requirements

• Completion of a machinist or tool & die apprentice program, or a relevant engineering degree is preferred.

• A suitable combination of metal cutting/machining experience and educational qualifications is acceptable.

• Proficiency in English.

• Excellent verbal and written communication skills.

• Competency in Microsoft Word, Excel, and PowerPoint.

• Ability to act as a problem owner for day-to-day application and product issues.

• Capability to initiate problem escalations, track assignments, and follow up with technical engineering, marketing resources, and vendors.

🏝️ Benefits

• Work from home.

• Flexible remote work arrangement.

• Opportunity to work various hours or shifts as required by department needs.