Customer Support Specialist

We invite you to embark on a journey. A technological journey towards the evolution of our society and our industries, powered by Industry 4.0 and supported by Lectra. Software, equipment, data and services… At Lectra, as a major player in the fashion, automotive and furniture markets, we contribute to the Industry 4.0 revolution with boldness and passion by providing best-in-class technologies. But it doesn’t stop there. By enabling industrial intelligence solutions, we facilitate the digital transformation of our customers. And we’re always on the lookout for new tech-enthusiasts to join the team! With more than 50 years of experience and a presence in over 100 countries around the world, we are 3000 employees united by passion and driven by innovation. A unique journey awaits you at Lectra, are you ready to craft the future of technology together?

 

For more information, please visit www.lectra.com

The Bilingual Customer Support Specialist is a key contributor in supporting customers post-sales on production CAD offers for Lectra and Gerber, from the pattern design throughout the final production.

This position will assist customers and internal technical personnel with CAD-related service issues received by the North American Expertise Center. This position will deal directly with the customer to listen to their issues, analyze, trouble-shoot, provide solutions, and assist with settings. The Specialist will also identify and communicate business opportunities to account managers, log case details in Salesforce, respond to customers in a timely manner, and follow through until resolution.

 

Duties / Responsibilities:

• Respond to customers Service Requests by phone and email, respecting the customer contract
• Identify customer’s objectives, trouble-shoot/isolate problems between Lectra’s and Gerber’s CAD proprietary software or peripherals
• Resolve problems remotely
• Determine critical cases to escalate
• Follow Service Request until final resolution
• Assist customers on Pattern and Marker making applications, such as Accumark, Modaris/Formaris, DesignConcept, Diamino and all 4.0 production solutions.
• Guarantee customer satisfaction and resolutions
• Log all Service Call and daily activities into Sales Force
• Stay up to date with latest releases of supported software / new functionalities
• Other projects and duties as assigned

Works primarily and extensively with external clients; works also with internal teams, such as:

• 1st level support teams and local teams such as field technicians, pre-sales, and training delivery teams in US, CA, and MX; 2nd  level support in France
• Local and corporate account management and marketing teams

      Education / Experience:

• Degree in technical apparel or furniture, or industrial soft goods design and manufacturing
• 5+ years’ experience as a pattern designer in an apparel or industrial company
• Experience or high-level knowledge of workflow and application of Pattern Design. Experience in a pre-production and production soft goods cutting floor is a plus