Analyst Customer Application Support

  About Kennametal

With over 85 years as an industrial technology leader, Kennametal Inc. delivers productivity to customers through materials science, tooling and wear-resistant solutions. Customers across aerospace and defense, earthworks, energy, general engineering and transportation turn to Kennametal to help them manufacture with precision and efficiency. Learn more at kennametal.com. Follow @Kennametal: Instagram, Facebook, LinkedIn and YouTube.

Metal Cutting Technical Support

 Job Description:

This person provides product support and application support to customers, distribution partners and internal company personnel.  The support is provided via phone, fax, email and online chat.  Ensures client inquiries are responded to by the appropriate Tech. Support staff.  Logs client requests and solutions into the CRM database.  Identifies monitors and reports on the nature of the client’s product needs or issues and maintains a plan for resolution.  If necessary, assigns appropriate engineering, marketing, and manufacturing resources to ensure the problem is resolved to the client’s satisfaction.

Works various hours or shifts as necessary due to department requirements to be open and available for service.

Communicates the disposition of customer issues and solutions to appropriate sales personnel and other team members.

Implement quarterly plans, to support customers, distribution, and direct sales representatives.

Reports on individual contribution to department goals, service levels, and measurement standards.

Writes application bulletins and success stories assigned.

Gathers market intelligence and reports on it on a timely basis.

Work from home and demonstrations as assigned.

Responsible for the data entry of machining information and tool performance reports.

Works with the Metal Cutting Technical Support staff in the development of training programs.

Completed machinist or tool & die apprentice program or other relevant engineering degree is preferred: however, a suitable combination of metal cutting / machining experience and educational programs is acceptable.

The candidate will need to be fluent in English

Strong verbal and written communication skills required for support given over the phone, email and on-line chat.

Proficient with Microsoft Word, Excel and PowerPoint.

Ability to function as a "problem owner" for the majority of day-to-day application and products issues.  Ability to initiate problem escalations, track these assignments and follow up with technical engineering, marketing resources and vendors.

Kennametal Inc. is an Equal Employment Opportunity employer.