Technical Support Specialist with French

WHAT YOU WILL EXPERIENCE IN THIS ROLE
In this role, you will be responsible for:

• Providing technical support for Thermal products via phone, email, and online chat to customers, Field Sales, and Customer Service teams.
• Supporting the development of new business opportunities and engaging with customers to increase sales of the company’s products and services.
• Handling inquiries from both external and internal customers by phone, virtual meetings, and in writing, addressing technical questions and quotes in an efficient and timely manner.
• Managing and maintaining quotes within the ERP/Salesforce system.
• Assisting the Customer Service team by reviewing technical complaints, addressing customer concerns, and escalating issues when necessary.
• Supporting the Marketing department with technical training and proofreading marketing materials.
• Delivering comprehensive technical support to professional clients, including Planners, Architects, Consultants, Installers, Contractors, Specialized Distributors, and Company Representatives.
• Preparing pre-design documentation and coordinating work with other departments when needed.
• Creating and managing quotes for configured and custom-made-to-order products.
• Providing troubleshooting assistance for installation issues and start-up support via phone, virtual meetings, and written communication.
• Gaining proficiency in Company software products to perform technical simulations, such as heat loss calculations for piping and other applications.

WHAT WE’RE LOOKING FOR:

• A Bachelor’s or Master’s degree in Electrical or Mechanical Engineering, or equivalent field experience.
• At least 1 year of experience in customer service or a supervisory role within an industrial setting.
• Familiarity with architectural and engineering drawings, such as process flow and piping schematics.
• Ideally, experience with distribution channels and electrical distribution.
• Experience with SAP and Thermodynamics is a plus.
• Fluent in French and English.
• Strong communication and interpersonal skills, especially for phone interactions.
• Technical aptitude with a quick ability to learn product information.
• Advanced computer literacy, including Microsoft Office Suite, AutoCAD, Bluebeam, PDF Foxit, and CRM software (Salesforce).
• Ability to multi-task and manage shifting priorities to meet customer needs.
• Problem-solving skills under time constraints.
• Team-oriented and comfortable working in a shared email and phone environment.
• Positive, “can-do” attitude and a proactive approach to supporting team efforts.
• Capability to follow standard work processes and contribute to their creation when needed.

WHAT WE OFFER:

• Competitive Salary and Benefits: Including health, dental, and vision insurance, a retirement plan with company matching, and paid time off.
• Hybrid Work Model: Enjoy flexibility with a mix of office and remote work tailored to your role and team.
• Professional Development Opportunities: Access to training programs, workshops, and growth paths within the company.
• International Work Environment: Join a diverse, global team where innovation and collaboration are key.
• Modern Office Facilities: Work in a state-of-the-art office designed to support productivity and comfort.