Job Description

Chemelex is a global leader in electric thermal and sensing solutions, protecting the world’s critical processes, places and people. With over 50 years of innovation and a commitment to excellence, we develop solutions that ensure safety, reliability, and efficiency in diverse environments – from industrial plants and data centers to people’s homes. We deliver future-ready technologies, advanced engineering capabilities and local expertise backed by global standards. Our offering includes a leading portfolio from our trusted brands: Raychem, Tracer, Nuheat and Pyrotenax.

What you will experience in this position:
This position plays an integral role in achieving the business objectives by effectively managing the flow of incoming and outgoing communications with our Customers and the Sales Channels. We’re looking for people who put their innovation to work to advance our success – and their own. Join an organization that ensures a more secure world by connecting and protecting our customers with inventive electrical solutions.
In this position, you will get to:
• Provide technical support for Thermal products via phone, e-mail and Online Chat for Customers, Field Sales and Customer Service.
◦ Assist in developing new opportunities and interacting with customers primarily to increase sales of an organization's products and/or services.
◦ Process external and internal customer questions by telephone, virtual meetings and in writing concerning technical queries and quotes, in an efficient and timely manner.
◦ Process and maintain quotes within the ERP/Salesforce operating system.
◦ Assist the Customer Service team in reading and communicating customer complaint cases.

• Provide in-depth technical support for professional customers (Planners, Architects, Consultants, Installers, Contractors, Distributors and Chemelex Representatives).
◦ Provide Pre-Design deliverables and coordinate the work of other departments if this work was delegated to another executor.
◦ Manage and create quotes for configured and other MTO products.
◦ Provide support for troubleshooting installation issues & start-up assistance by telephone, virtual digital meeting and in writing.
◦ Know Chemelex software products and develop technical simulations such as Heat loss calculation of piping and other applications.

You have:
• Bachelor Degree in Engineering or similar field is required.
• Experience:
◦ 1+ years’ Customer service or Supervisory experience or other engineer role related to technical service.
◦ Experience in reading architectural or engineering drawings.
◦ Ideally, experience working with channels and electrical distribution.
◦ Ideally, some SAP experience.
• Skills:
◦ Languages: advanced German and higher level of English.
◦ Strong communication/interpersonal skills, especially over the phone.
◦ Technical aptitude for product knowledge.
◦ Advanced Computer literacy: Microsoft Office Suite, AutoCAD, Bluebeam, and PDF Foxit (preferred).
◦ Ability to multitask and juggle shifting priorities to satisfy customer requests.
◦ Problem-solving under adverse time constraints.
◦ Capable of working with Shared e-mail and phones: Team environment.
◦ This person should possess a “can-do” attitude and be expected to learn product information quickly.
◦ Team player: have a positive and constructive impact on the team; professional attitude towards different positions, working closely with the operations organization.
◦ Capability to follow standard work processes and help create them when needed.

At Chemelex:
We protect places of progress through electric excellence.
Pioneering plants, sprawling data centers, busy transport hubs, and your own home. These are the places that bring progress to the world, and the places that we protect with time-tested technologies, advanced engineering, and a suite of services. Because here, excellence is everything.
Our Dimensions of Excellence reflect the core values of Chemelex. Together, they inspire our decisions and guide our actions – defining excellence in our work for colleagues, customers and communities.
• Experts with empathy
• Explorer mindset
• Example for others
• Exceptional impact
​We are committed to equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by national, federal, state or local law.