Product Technical Support Specialist

Our Opening and Your Responsibilities

Be the first line of technical sales and support to incoming prospects and customers via calls email, or web-based eLeads (inquiries coming from MT.com). Provide direct support through phone and email communication by utilizing department's Interaction Center CRM module. Troubleshoot product & application issues resolving customer challenges through internal knowledge or reaching out to company resources for additional support. Respond to incoming product requests with "Best in Class" to the Sales Channel for opportunity closing activities.

This is an onsite support position.

Occasional travel may be necessary to enhance the knowledge of our customers’ requirements and the successful application of our products.

RESPONSIBILITIES:
  • Provide efficient remote technical support to customers and field team members. Facilitate solving customer issues and application problems through engaging internal resources or simulation of customer issues.
  • Provide 24 hour response times to eLead inquiries by generating CRM based quotes or forwarding to Channel Partners using established procedures where required.
  • Manage all incoming web inquiries from MT.COM and multiple MT divisions; determine if leads require technical service, customer service (quote) or technical support and distribute accordingly.
  • Earn the respect as a “go-to” product technical expert by consistently providing credible and knowledgeable support. This competency is developed through formal MT training and the candidates self-motivation to learn and inquisitive nature.
  • Provide technical expertise to other team members as required in general support of the business.
  • Travel to maintain & further develop their product/application expertise level.
  • Perform special projects as assigned by the department manager.

What You Need to Succeed

  • Bachelor degree with strong preference for technical/engineering discipline with electronics, mechanical or chemical background; or equivalent combination of education and experience.
  • Clear, demonstrated experience in Technical Support or Sales in the process industries.  
  • Minimum of  two years direct experience.
  • An inquisitive nature and is willing to explore and investigate issues until solved.
  •  Proven problem solver and creative thinker.
  • Self-starter, high energy individual.  
  • Capable of working with minimal supervision and making sound decisions.
  • Strong cross-functional team contributor and comfortable in a matrix organization.
  • Must be able to multi-task effectively.

Our Offer to You

  • Medical, dental and vision care coverage and a 401(k) savings plan with company matching – all starting on date of hire
  • Tuition reimbursement, educational matching gift program, perks and discounts
  • Parental and caregiver leave programs
  • All the usual benefits such as paid time off, flexible spending, short-and long-term disability, basic life insurance, business travel insurance, Employee Assistance Program, and domestic partner benefits
  • Global market strength and worldwide leadership in precision instrumentation
  • A brand name that is identified worldwide with precision, quality, and innovation
  • Thousands of patents, design and innovation awards across the Mettler Toledo
  • Global recognition for the quality of our products and services

About Mettler Toledo

METTLER TOLEDO Process Analytics (www.mt.com/pro) is a leading supplier to end-users and system integrators for liquid analytical measurement solutions to control production processes. We employ an elite team of individuals with the goal of satisfying every customer, every time. Our culture is innovative, fast-paced, and customer-focused. 

Equal Opportunity Employment

We are an equal opportunity employer and value diversity at our company. We give consideration for employment without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected classification. Mettler-Toledo endeavors to make www.mt.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at EEO@mt.com.

Para aquellos que priorizan la precisión, Mettler Toledo es precisamente donde perteneces.

Referencia

12664

Ubicación preferente

Massachusetts

Billerica

Job Type

Full-time

Domicilio fiscal

Mettler-Toledo Process Analytics, Inc. [Massachusetts]

900 Middlesex Turnpike Billerica, MA 01821 United States

+1 (781) 301-8600