Application and Technical Support Specialist

2 weeks ago

New Kensington, United States MSA - The Safety Company Full time

Overview

Are you someone who is passionate, motivated, and driven to make a difference? If so, MSA Safety is the perfect fit for your career.

At MSA, SAFETY is who we are AND it is what we do. We are a purpose-driven company committed to deploying innovation and technology to deliver on our Mission to help protect people and assets all around the world. We continue to be relentless in our pursuit of solving our customers greatest problems so they can go home safe each and every day.

Are you in? Read on for more details about this particular role.

Responsibilities

The Application and Technical Support Specialist - HVAC-R NNA. is responsible for providing high-quality technical and application support to customers before and after the sales of products and services. This role involves assisting the sales team during the pre-sales process with technical guidance, answering technical inquiries, providing product and service recommendations; and offering post-sales support through troubleshooting, customer training and application assistance. Key responsibilities are not limited to the below, other duties may be assigned based on company and customer need.

Key Responsibilities:

Pre-Sales Support:

  • Collaborate with the sales team to understand customer requirements and provide technical expertise.
  • Conduct product demonstration and technical presentations to potential customers
  • Assist in preparing technical proposals and documentation to support the sales process
  • Offer recommendation on product selection and integrations based on customer needs
  • Answer customer inquiries related to product functionality, features and specifications
Post-Sales Support:
  • Provide comprehensive technical support to customers; resolving product-related issues and offering troubleshooting assistance
  • Conduct training sessions for customers, ensuring they are proficient in using products and services
  • Address customer inquiries related to product installation, configuration and operational performance
  • Document and report customer issues; escalating complex problems to appropriate internal teams when necessary
  • Maintain a knowledge base of common issues and solutions for future reference
Application Support:
  • Assist customers with integrating products into their systems and processes
  • Provide technical expertise for product applications and advise on selection of appropriate solutions to meet specific customer requirements
  • Collaborate with Product Development, Software Development and Engineering teams to relay customer feedback and suggest improvements
Customer Engagement and Satisfaction:
  • Foster strong relationships with customers to ensure long-term satisfaction and retention
  • Internal liaison for the voice of sales and customer advocate
  • Monitor customer feedback and follow up on support issues to ensure resolved in a timely manner
  • Provide insight on product improvements based on customer feedback and market trends
Collaboration & Communication:
  • Work closely with internal teams such as sales, product development, and engineering to ensure technical accuracy of information provided to customers
  • Participate in cross-functional team meetings and projects to discuss product development, support issues, and customer feedback
  • Use SalesForce.com to communicate with cross-functional teams, share updates and coordinate customer activities as they relate to both pre and post sales needs
  • Keep up to date with new products and technologies to provide accurate and current information to customers
  • Keep up to date with technical codes and regulations
  • Consistently evaluate process documentation to ensure processes and tools are aligned, and when appropriate make process improvements changes
Qualifications

Qualifications:
  • Experience in technical support, application support, or a related customer-facing technical role
  • Excellent problem-solving skills ability to trouble shoot technical issues
  • Ability to explain technical concepts clearly to all levels of users and customers
  • Strong written and verbal (technical and non-technical) communication skills
  • Ability to work independently and as part of a team
  • Proficient with Microsoft Office Suite or related software
  • Experience with CRM or technical support ticketing systems is a plus
  • Willingness to travel as needed, primarily to customer sites (average travel 15%)
Preferred Qualifications:
  • Experience with presales technical support or sales engineering
  • Knowledge of industry-specific hardware and software solutions
  • Familiarity with the market and industries we serve
Education requirements:
  • Associate's degree or 2-year technical program required
  • Bachelor's degree in a technical discipline preferred
  • 8 plus years in a technical role in lieu of technical degree


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