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?
The Customer Support PLM is a customer-facing role providing technical support to Gerber/Lectra PLM (Product Lifecycle Management) customers.
This role interfaces directly with customers, utilizing a combination of technical skills, IT skills, communication skills, business knowledge, and customer service aptitude. You will be responsible for supporting YuniquePLM and Kubix Link customer accounts, understanding unique customer needs and interfacing across departments to facilitate customer requests. Daily activities may include answering questions; meeting with customer to understand their questions/issues; root cause problem analysis; resolving and reporting on customer issues; and being the liaison between the customer and the development teams. Bilingual Spanish / English is required.
Duties and Responsibilities:
Daily activities may include:
* Provide user and technical support for Lectra's PLM solutions to customers via phone/email and remote meetings, regarding customer reported issues or solution questions. This might include task such as installations, upgrade coordination, troubleshooting and reporting on client issues and following through to resolution.
* Maintain timely pro-active personalized communication with the customer, monitoring and updating on the progress of all issues in Sales Force, including new functionality request and features within the software and escalate if needed.
* Support building and contributing to internal knowledge base.
* Build partnership with customer, advocating on their behalf, actively working as the liaison between development and the customer issues to strengthen customer trust, loyalty, and overall satisfaction.
* Technical documentation of configuration changes, best practices, new functionality request, and features within the software; contribute to internal knowledge base.
* Determine and communicate business opportunities, including training, additional licenses, additional applications to expand their digital solution, to training and account management/sales departments.
* Maintain awareness and understanding of application/solution/product improvements and relevant technological advancements, and apply knowledge to support customers, taking advantage of internal/external training sessions and demonstrations to continue internal knowledge transfer of product applications.
* Participate in handover meetings with the project teams before the customer is using the solution in production (gather all information and documents linked to the project, understand and clarify all customized configurations and alert about critical points).
Education / Experience:
* Bachelor's Degree in relevant technology field, entrepreneurship, business, or apparel design/management;
* 5 years of progressive experience in the apparel industry business processes (or other sewn goods industry) especially with PLM/PDM/PIM or other enterprise software
* Previous experience in a role involving user support, business-user interaction
* Prior customer service / help desk experience is a plus
* Bilingual Spanish / English is required
Technical Knowledge:
* Microsoft Office products (Word, Excel, and Outlook)
* Solid understanding of windows operating systems
* Networks, domains, and connectivity understanding a plus
* VM/VDI and cloud infrastructure understanding a plus
* RDBS Administration a plus (Oracle, SQL Server)
* Scripting a plus (SQL, XML)
Core Competencies:
* Experience and knowledge of PLM solutions
* Strong analytical skills, problem solving ability, and project management experience
* Self-motivated Team Player with strong personal drive for achievement.
* Very strong customer service skills with ability to remain patient and professional while empathizing and managing customer and colleague sense of urgency.
* Ability to communicate verbally and in writing complex concepts with clarity through impeccable communication and documentation in English (Spanish and/or French a plus)
* Quick-learner with ability to learn on-the-job in a fast-paced environment
* Demonstrated and proven problem-solving skills
* Strong organizational skills and attention to detail
* Excellent computer skills and OS knowledge
* Project Management skills a plus
Travel:
* This position is based out of the Smyrna, Georgia office
* 10% of travel to other Lectra offices
Additional Information:
* Standard days worked: Monday - Friday
* Standard hours of operation: Rotating hours 8:00 am - 5:00 pm; 11:00am - 8pm
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