Customer Account Representative
September 7
🏢 In-office - Montreal
Description
• This position reports to the Customer Success Director. • Customer Account Representatives (CARs) are the main point of contact between existing customers and AON3D. • CARs are assigned a dedicated list of customers which receive priority support depending on their Success Plan membership. • Employees in this position need to have strong social and communication skills by phone, email and in person for occasional customer visits. • Forming a personal bond with a customer is key to ensuring that they feel they are in good hands and that their needs are being attended to. • Ownership of specific customer accounts (Success Plan) to be single point of contact for customers at AON3D. • Act as liaison with Hardware & Software Engineering, Sales, Procurement, Warehouse, and Accounting. • Customer interface as Level 1 support (generalist) through calls or ticketing tool. • This includes basic machine operation, machine technical issues, print process questions. • Sell and manage orders for aftermarket products and services. • Manage warranty or commercial support programs in support of customer requests. • Must be able to travel occasionally on-site (primarily Canada and US) for customer visits. • Possibility to balance office and remote work.
Requirements
• Mandatory : Formal education in electro-mechanical as technician or Engineer. • Excellent verbal and written communication skills in English; ability to simplify complex topics for customers. • Prior work experience in a technical environment (5+ years) and a customer-facing role. • Knowledge of 3D printing and additive manufacturing, specifically within the realm of FFF/MEX/FDM processes. • Expertise in electro-mechanical troubleshooting of complex machines or systems. • Bilingual (French/English) • Knowledge of systems or tools: Hubspot (CRM), Odoo (ERP), Jira, 3D Slicing Software
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