Technical Support Engineer

Company: Henkel group
Location: Rocky Hill
Posted on: November 1, 2024

Job Description:

At Henkel, you can build on a strong legacy and leading positions in both industrial and consumer businesses to reimagine and improve life every day. If you love challenging the status quo, join our community of over 47.000 pioneers around the globe. Our teams at Henkel Adhesive Technologies help to transform entire industries and provide our customers with a competitive advantage through adhesives, sealants and functional coatings. With our trusted brands, our cutting-edge technologies and our disruptive solutions, you will have countless opportunities to explore new paths and develop your skills. Grow within our future-led businesses, our diverse and vibrant culture and find a place where you simply belong. All to leave your mark for more sustainable growth.
Dare to make an impact?


YOUR ROLE

• Provide expert-level technical support for Henkel adhesives and equipment through multiple channels (phone, email, webform, and chat) using Salesforce Service Cloud for seamless case management.
• Partner with Inside Sales teams to identify, qualify, and nurture sales leads, contributing to revenue growth and customer acquisition efforts.
• Troubleshoot complex customer application issues, offer innovative solutions, and recommend Henkel products for both new and existing applications to ensure optimal performance.
• Conduct lab testing and detailed analysis as directed by the application engineering team.
• Efficiently route inquiries requiring specialized expertise to appropriate teams, such as Level 1 support or customer service, ensuring timely and accurate resolution.
• Cultivate strong relationships with key stakeholders across Henkel's business units to streamline workflow processes and improve cross-functional collaboration.
• Maintain and manage technical solution records and product information across various platforms, including OneNote and Salesforce, ensuring accurate and up-to-date data for internal and external use.
• Enhance marketing efforts by contributing technical expertise to social media, online platforms, and other digital channels, promoting Henkel's solutions to a broader audience.
  
  YOUR SKILLS
  
  
  • Bachelor's degree preferred, but not required.
  • Relevant experience or equivalent qualifications will be considered.
  • 1-year minimum experience within Call or Contact Center, Customer Service, Technical Service, Lab testing environment, or related field
  • Experience in troubleshooting and recommending product, application and process related solutions
  • Outstanding customer related communications and interpersonal skills
  • Strong ability to communicate articulately & succinctly both verbally & written
  • Digitally savvy and experience using Windows applications
  • Strong organization and prioritization skills Ability to multi-task and stress resilient
  • Taking ownership of your role as the face of the company Experience designing and recording processes; freedom to take initiative
  • Preferred Qualifications & Skills: Experience with SalesForce, Genesys PureCloud, or other CRM applications
  • French or Spanish speaking skills are a plus
    The salary for this role is $69,200.00 - $94,300.00. This is the range that we in good faith anticipate relying on when setting wages for this position. We may ultimately pay more or less than the posted range and this range. This salary range may also be modified in the future.
    
    Henkel does not accept unsolicited resumes from search firms or employment agencies. Unsolicited referrals and resumes are considered Henkel property and therefore, Henkel will not pay a fee for any placement resulting from the receipt of an unsolicited referral. At Henkel's request only, preferred vendors may be invited to refer talent for specific open positions. In these cases, a fully-executed agreement with Henkel must be in place and current.
    
    At Henkel, we come from a broad range of backgrounds, perspectives, and life experiences. We believe the uniqueness of all our employees is the power in us. Become part of the team and bring your uniqueness to us! All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, veteran status, age, sexual orientation, gender identity and expression, and other legally protected characteristics. We welcome all applications.

Keywords: Henkel group, Portland , Technical Support Engineer, IT / Software / Systems , Rocky Hill, Maine