Lectra Systems (Shanghai) Co. Ltd

Customer Support Engineer

1. Position Summary

The Expertise center support engineer offers 1st level assistance to customers on the Lectra& Gerber brand software products (mainly Accumark PE module by now) remotely by phone or PC to Customer in Greater China, Australia & Philippine.  His/her main responsibilities are as follows.

2. DUTIES AND RESPONSIBILITIES

With customers

• Analyze questions from customers
• Seek remote solutions (rather than by intervention on site) in given response time
• Follow the request handling until the final resolution
• Maintain customer relationship with proactive activities organized by the company
• Maintain high level of professionalism, ensure the services in the spirit of excellence
• Some visit to customers if need

With Lectra on-site engineers

• Work with on-site service team when necessary, in order that service case is handled properly with both software and hardware perspective

With Lectra headquarter

• Keep constant contact with Support Team in Lectra headquarter. Execute technical instructions from headquarter.
• Escalate technical issues to Support Team in Lectra headquarter, follow up escalation until issue solved.

To Develop the Business

• Collect idea / wish from clients for product / service improvement.
• Identify the business opportunities and report to related department(s).
• Collect bug and wish from clients and report to related department(s).
• Support Customer Success process with value selling mid sets

Being an expertise in identified software in enabling cross function teams / countries

More tasks might be assigned due to company strategy

3. EDUCATION AND/OR EXPERIENCE:

• University graduate from Software Engineering or in fashion design, pattern design, pattern making or in a related field.
• 3-5 years working experience in Fashion industry
• Proven knowledge of Accumark and design/pattern / marker marking/manufacturing process

4. POSITION QUALIFICATIONS:

• Knowledgeable with Microsoft Office products (Word, Excel, and Outlook)
• Knowledge and experiences of Accumark solutions
• Excellent problem solving skills
• Self-motivated, patient and can work under pressure
• Oral and written presentation skills and Phone skills
• Must have professional English and native Chinese speaker, Cantonese speaking is a plus
• Excellent Communication skills

5. TRAVEL:

• The job is based in Expertise Center in Shanghai
• There will be some travel (less than 10% of working time) to customer sites

 Lectra Systems (Shanghai) Co. Ltd

Customer Support Engineer