Technical Support Representative

Our Opening and Your Responsibilities

Be the first line of technical sales and support to incoming prospects and customers via call center, 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 not a field support position.


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

RESPONSIBILITIES:

  • As a customer focused support resource, the successful candidate provides prompt, professional technical and sales assistance to questions received via phone, email or web-based eLeads.  Communications may be directly with customers, Sales Representatives, Channel Partners, or other internal team members.
  • 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.  
  • Maintain company's contact database through department's Interaction Center CRM module. Properly documents all customer contact and resolution of issues.  Ensures accurate tracking of appropriate product related issues in our customer complaint system.
  • 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.
  • Maintain accurate and timely communication with the respective sales & marketing team members responsible for the account and product parameters ensuring they are informed of important trends and key opportunities.
  • Travel to maintain & further develop their product/application expertise level.
  • Perform special projects as assigned by the department manager.

METRICS AND EXPECTATIONS:

  • Develops a high level of competency related to MTPRO products and applications; leveraging knowledge and customer focused interpersonal skills to deliver effective sales quotations and resolutions of product issues.
  • Takes personal ownership of issues and maintains focus to drive them to a successful resolution with disciplined follow-up.
  • Professionally responds to all inquiries within 24 hours

What You Need to Succeed

  • Bachelor degree with strong preference for technical/engineering discipline with electronics, mechanical or chemical background.
  • 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, employee wellness programs, plus other perks and discounts 
  • Parental and caregiver leave policies
  • 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 weighing
  • A brand name that is identified worldwide with precision, quality, and innovation 
  • Thousands of patents, design and innovation awards A commitment to extraordinary service on our state-of-the-art equipment

About Mettler Toledo

Working at Mettler Toledo means you are impacting the world in important ways. Our precision measuring devices span the world's laboratories, production facilities, and retail stores. We manufacture, sell, and service instruments that detect, measure, and weigh - from the infinitely small to the largest of vehicles or airplanes. 
  • We help feed the world. We impact how food is produced, packaged and made safe.
  • We help keep you healthy. Our instruments make it possible for scientists to develop new drugs and bring life-saving medicines to the world.
  • Mettler Toledo products are important to the production and consistent quality of every kind of consumer product.
No matter how far human kind goes to explore new frontiers, Mettler Toledo is there to help make it happen.

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. If you’d like more information about your EEO rights as an applicant under the law, please click here

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.

你心所属,梅特勒-托利多助力职业发展。

参考编号

6973

办公地点

Massachusetts

Billerica

职位分类

全职

法人实体

Mettler-Toledo Process Analytics, Inc. [Massachusetts]

900 Middlesex Turnpike
Billerica, MA 01821
United States

+1 (781) 301-8600