Competence Center Customer Support Advisor (f/m/d)

Festanstellung, Vollzeit · USA

At a glance
At Brüel & Kjær Vibro, we pride ourselves on protecting and monitoring the world's most important machines. From hydropower plants to wind turbines, from simple pumps and gearboxes to complex gas turbines, our customers rely on us to deliver machinery protection and condition monitoring systems that prevent unplanned machine downtime and increase plant profitability. We have successfully delivered tens of thousands of systems, complemented by our world-class services. For more than 80 years, we have pioneered intelligent monitoring solutions to keep our customer's rotating equipment operating at peak performance worldwide.
Your mission
  • Offer best in class technical expertise for the Lvl2 hotline support, and as post-sales customer consultant.
  • Assist customers with systems set-up and using dedicated software.
  • Collect customer information and data to better understand customer needs and requirements.
  • Promote the value of our solutions, developing proof of concept and technology testing applications that solve customer challenges.
  • Creating demonstrations to show customers how B&K Vibro technology meets their requirements.
  • Ensure regular and transparent communication with customers to answer/resolve their questions/complaints.
  • Track and review customer complaints/concerns, ensuring these are updated in a timely manner, and follow‑up on results.
  • Create and maintain reports on customer interactions and outcomes, and suggest recommendations to different departments to improve customer experience.
  • Assess quarterly customer satisfaction score and create report summaries with ways to improve it.
  • Develop course outline and lesson plans that meet our training program and industry requirements, reflecting B&K Vibro brand and approach to learning.
  • Maintain comprehensive training material up-to-date and kits to deliver the required and effective trainings.
  • Provide internal/external courses/training sessions, in different methodologies, workshop, remote session, webinar, etc. with high didactic and pedagogical quality, in accordance with the company’s reputation.
  • Create milestones for the clients and company to work towards.
  • Supporting trade shows.
  • Creating presentations, application notes and white papers.
  • Liaison with Product Management, Services and Sales teams to improve business processes and procedures to improve customer experience.
  • Report to the Competence Center Manager, and department (Operations).
Your profile
  • Bachelor's degree or higher in mechanical or electrical Engineering or minimum 10 years of related field of experience in client services/support/sales.
  • Ability for troubleshooting and identifying solutions to solve customer’s system issues.
  • Ability to understand customer technical challenges/requirements and present technical solutions for those.
  • Outstanding strong customer-oriented communication skills, across a wide variety of cultural environments, to develop positive business relationships.
  • Ability to implement plans and report quality indicators which trigger continuous improvement actions and assess the customer satisfaction score.
  • Machinery diagnostic, condition monitoring or asset reliability skills within our core market industries.
  • Asset reliability or condition monitoring (ISO 18436) certifications would be an advantage.
  • Excellent knowledge of MS Office, Pardot, Salesforce and ticketing system.
  • Accountability, proactivity, initiative, and personal organization skills are essential.
  • Fluent in written and spoken English (Other languages would be a distinct advantage).
  • Willingness to travel to deliver support/advise/trainings..
About us
Brüel & Kjær Vibro (B&K Vibro) is the world's leading independent supplier of advanced electronic systems and software for protecting and monitoring rotating machinery, for example turbines, compressors, pumps, fans, blowers, generators and many more.

Part of the NSK Group, we are forerunners and pioneers in providing intelligent solutions to ensure uptime for our customers’ rotating machinery.
Wir freuen uns auf Sie!
Wir freuen uns über Ihr Interesse an der Brüel & Kjaer Vibro. Bitte füllen Sie das folgende kurze Formular aus. Sollten Sie Schwierigkeiten mit dem Upload Ihrer Daten haben, wende Sie sich gerne per Email an career@bkvibro.com.
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