AddressWhat's the role?
The purpose of the role is to provide technical Customer Support, typically over the phone or through electronic channels.
Who is Hilti?
Hilti is where innovation is improving productivity, safety and sustainability in the global construction industry, and beyond. Where strong customer relationships are creating solutions that build a better future. Where there is pride and a sense of belonging across our 120 locations, carrying right into our lives and homes. Where people are exploring possibilities, leveraging their potential, owning their personal development and growing lasting careers.
What does the role involve?
• Provide product and technical service support to customers and Account Managers (AMs) in the field.
• Ensure high-level customer satisfaction by analyzing customer situations and providing appropriate support.
• Evaluate inbound caller issues and help with utilizing the appropriate support information and documentation.
• Assume full ownership of incoming support requests and follow up as needed to ensure problem resolution.
• Escalate cases to Level II support when appropriate, determining the most effective solution to a problem.
• Provide pre-sales technical expertise to AMs as needed on software functionality.
• Understand and present Hilti's Channel Strategy, Lifetime Services Strategy, New Product and Trade Strategy.
• Responsible for sustaining and continuing knowledge of existing and new software version releases and add on feature functionality.
• Handle transactions involving customer terms and conditions in accordance to Hilti's legal guidelines and any applicable regulatory standards.
• Responsible for receiving and processing inbound calls, faxes, emails, repair and technical inquiries from both customers and field sales personnel.
• Multi-task between special projects and daily responsibilities.
• Provide quality service to approximately 30 - 40 customer contacts each day.
• Additional duties, as assigned.
Every Hilti employee is welcomed to participate in the Mentor as you Grow program that was developed by employees, for employees.
What do we offer?
In addition to a competitive base salary and bonus potential, we offer a robust benefits package including a generous paid time off policy that includes vacation, personal days, health & wellness, and 2 days per year to give back in your local community, paid family leave, educational reimbursement and student loan assistance, 401(k) matching, medical/dental/vision coverage, and a variety of other benefits to fit the needs of our employees.
We will give you the tools you need to succeed through hands-on integration training and will support your continued professional development through ongoing training and mentoring, targeted leadership programs, and opportunities for international assignments in any of the 120+ countries in which we operate.
What you need is:
• Bachelor’s Degree required, preferably in Business field of study.
• Strong technical skills required.
• Must possess technical savvy and have strong communication skills to support customers with software and hardware issues.
• Strong customer relationship management skills required.
• Strong attention to detail and demonstrated follow-up.
• Fluent in the Hilti Value Proposition and demonstrated ability to drive customer business to multiple channels.
• Demonstrated decision-making, planning, and organizing ability required.
• Demonstrated commitment to success, flexibility, and team orientation required.
• Strong knowledge of computer information systems such as SAP, Microsoft Word and Excel.
• Ability to handle multiple projects simultaneously required.
Why should you apply?
Let’s face it, we know there are lots of other companies out there. We have an excellent mix of people, which we believe makes for a more vibrant, more innovative, more productive team. This role gives you the opportunity to help shape the future of construction.
Hilti, Inc is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.
