Job Description

We invite you to embark on a journey. A technological journey towards the evolution of our society and our industries, powered by Industry 4.0 and supported by Lectra. Software, equipment, data and services… At Lectra, as a major player in the fashion, automotive and furniture markets, we contribute to the Industry 4.0 revolution with boldness and passion by providing best-in-class technologies. But it doesn’t stop there. By enabling industrial intelligence solutions, we facilitate the digital transformation of our customers. And we’re always on the lookout for new tech-enthusiasts to join the team! With more than 50 years of experience and a presence in over 100 countries around the world, we are 3000 employees united by passion and driven by innovation. A unique journey awaits you at Lectra, are you ready to craft the future of technology together? The Customer Support PLM (Product Lifecycle Management) role interfaces directly with customers, utilizing a combination of technical skills, IT skills, communication skills, business knowledge, and customer service aptitude. You will be responsible for supporting YuniquePLM™ and Kubix Link™ customer accounts, understanding unique customer needs and interfacing across departments to facilitate customer requests. Daily activities include answering questions; meeting with customer to understand their questions/issues; root cause problem analysis; resolving and reporting on customer issues; and being the liaison between the customer and development teams. Bilingual Spanish / English is required. Duties/Responsibilities

• Provide user and technical support for PLM solutions via phone, email, and remote meetings for customer reported issues such as installations, upgrade coordination, troubleshooting and reporting, and following through to resolution
• Maintain timely pro-active communication with customer, monitoring/ updating on progress in Sales Force
• Advocate and build partnership with customer, advocating on their behalf, actively working as the liaison between development and customer issues to strengthen customer trust, loyalty, and overall satisfaction
• Technical documentation of configuration changes, best practices, features, and new functionality requests
• Communicate business opportunities to training and sales teams such as training, additional licenses, and applications to expand digital solutions
• Awareness and understanding of application/solution/product improvements, relevant technological advancements, and internal/external training sessions to advance knowledge of product applications
• Participate in handover meetings with project teams, gather information for understanding, and clarify customized configurations about critical points

Education/Experience

• Bachelor's in relevant technology field, entrepreneurship, business, or apparel design/management;
• 5 years of progressive experience in apparel industry business processes (or sewn goods), PLM/PDM/PIM or other enterprise software
• Previous experience in user support roles and business-user interaction
• Prior customer service / help desk is a plus
• Bilingual Spanish / English required

Technical Knowledge

• MS Office (Word, Excel, Outlook), windows operating systems
• Networks, domains, and connectivity understanding a plus
• VM/VDI and cloud infrastructure understanding a plus
• RDBS Administration a plus (Oracle, SQL Server)
• Scripting a plus | SQL, XML

Core Competencies

• Knowledge of PLM solutions
• Strong analytical, problem solving, and project management
• Self-motivated Team Player with personal drive for achievement
• Strong customer service skills with a high sense of urgency
• Clearly communicate complex concepts written and verbal
• Quick-learner in a fast-paced environment
• Proven problem-solving skills
• Strong organizational skills and attention to detail
• Excellent computer skills and OS knowledge

Additional Information

• Work days/hours: Mon-Fri; rotating 8am – 5pm; 11am – 8pm
• Based in Smyrna, Georgia

Lectra is an Equal Opportunity Employer It is our policy to foster a workforce that accepts and respects differences. We provide equal employment opportunity for all persons without regard to race, color, national origin, language, religion, age, sex, veteran status, marital status, sexual orientation, gender identity, disability, medical condition, ancestry, citizenship, or political opinion

Job Tags

Full time, Remote job,

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