Product Support Analyst

The Role:

**To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.**

The Ideal Candidate:

• Will have the correct balance of intellectually curiosity and be enthusiastic about exploring the unknown
• Have a bias for action and own a proven track record of getting results
• Be prepared to make mistakes but learn from them, be open to feedback and willing to be coached
• Will have a desire to advance in the business, this may be into lateral roles in an effort to gain a broad business perspective

Role & Responsibilities

• Responsible for customer interaction regarding inquiries, processing and tracking incoming requests for quotes.
• Processing and tracking customer orders, providing information about products and services, and coordinating returns (RMAs).
• Works with customers and/or distributors to receive accurate account of equipment failures. Focus of work may be in pre-sale, post-sale, or both.
• Maintains direct contact with customers. In addition, responds to customers’ needs and records details of customer contacts and actions taken.
• Develops and maintains positive business relationships with customers, which can substantially affect service and/or product revenue(s).
• Coordinates priorities with Operations and Repairs team. Works closely with Program Management/Sales team.
• Respond to Requests for Proposals in a timely and compliant manner and analyze quotes and proposals to ensure targets are met.

Minimum Education/Experience:

• Bachelor’s degree or equivalent combination of education and direct experience, prefer an advanced degree such as an MBA
• Strong interpersonal skills with ability to collaborate and build a consensus in a high-pressure environment
• Proficiency in Microsoft Office Suite