Customer Success Engineer

Overview

Your role:
The Customer Success Engineer provides tier-one troubleshooting support for Leybold products with all forms of communication and prepares customer quotes in SAP and C4C for various customers. You will also assist with new product and service options, support account managers, and ensure compliance with U.S. Commerce export regulations.

• Aid customers with tier-one troubleshooting support on Leybold products via phone and in response to email and web form requests for technical support.
• Respond to requests from customers via webchat, email via Hubspot ticketing system and direct requests.
• Discuss available new product and service options for customer needs when troubleshooting is exhausted, including quoting those options for non-end user customers and passing end-user customers to virtual/outside sales group for further assistance.
• Prepare customer quotations in our SAP C4C system for standard and custom products or post-sale services for direct requests from resellers, house accounts, OEM customers, and end-user customers with requests for new products over $20K.
• Provide support to the Territory Account Manager for quotations when they are traveling.
• Provide support to Reps who do not have system access for customer quotations, sending new customer forms, lead time requests, and contact maintenance.
• Identify when and which customer details need to be passed to Sales Management, Product Support, Service, Virtual Sales, Account Managers/Reps, and Order Management to ensure positive customer experience.
• Obtain end-use customer information to comply with U.S. Commerce export regulations.
• Other duties as assigned.

• B.S. degree in Engineering, other technical degree, marketing or business with technical aptitude
• Entry Level, 0-2 years of technical experience preferred
• SAP/CRM experience is a plus
• Excellent oral & written communication skills
• Working knowledge of MS Office Products
• Strong critical thinking skills
• Great attention to detail and problem-solving abilities
• Phenomenal teammate who is flexible and adaptable
• A self-starter with strong work ethic
• Fluent in Spanish is a plus
• Valid driver’s license

• We believe there is always a better way. Open for change and feedback is what defines our culture.
• We support you on your journey: individual learning opportunities, world-wide job opportunities or technical training from our academy.
• The safety and well-being of our employees is important to us, which is why we set high standards for your workplace safety.
• We offer a competitive compensation package.

This position provides a hybrid working model, enabling you to divide your time between remote work and on-site presence at LEYBOLD USA INC in Export, Pennsylvania, United States following your training. While in-office work is standard, flexible exceptions, such as remote, are being explored on the West Coast for effective implementation.

LEYBOLD employs people on four continents. Their knowledge, creativity and experience are essential for our success. Leybold is part of the Vacuum Technique Business area of the Atlas Copco Group. The Group's sustainable approach also determines our visions and values. A wide range of training and further education programs are available to enhance technical know-how and systematically expand skills.