Pattern Making and Design Customer Support

Job Description

The Bilingual Customer Support Specialist is a key contributor in supporting customers post-sales on production CAD offers for Lectra and Gerber, from the pattern design throughout the final production.

This position will assist customers and internal technical personnel with CAD-related service issues received by the North American Expertise Center. This position will deal directly with the customer to listen to their issues, analyze, trouble-shoot, provide solutions, and assist with settings. The Specialist will also identify and communicate business opportunities to account managers, log case details in Salesforce, respond to customers in a timely manner, and follow through until resolution.

Duties / Responsibilities

• Respond to customers Service Requests by phone and email, respecting the customer contract
• Identify customer’s objectives, trouble-shoot/isolate problems between Lectra’s and Gerber’s CAD proprietary software or peripherals
• Resolve problems remotely
• Determine critical cases to escalate
• Follow Service Request until final resolution
• Assist customers on Pattern and Marker making applications, such as Accumark, Modaris/Formaris, DesignConcept, Diamino and all 4.0 production solutions.
• Guarantee customer satisfaction and resolutions
• Log all Service Call and daily activities into Sales Force
• Stay up to date with latest releases of supported software / new functionalities
• Other projects and duties as assigned
  
  

Works primarily and extensively with external clients; works also with internal teams, such as:

• 1st level support teams and local teams such as field technicians, pre-sales, and training delivery teams in US, CA, and MX; 2nd level support in France
• Local and corporate account management and marketing teams
  
  

Education / Experience

• Degree in technical apparel or furniture, or industrial soft goods design and manufacturing
• 5 years’ experience as a pattern designer in an apparel or industrial company
• Experience or high-level knowledge of workflow and application of Pattern Design. Experience in a pre-production and production soft goods cutting floor is a plus.
• Experience with Apparel CAD Applications such as Lectra’s Modaris/Formaris, DesignConcept and Diamino, Gerber’s Accumark or other Apparel/Furniture CAD application as well as cut order planning. ( AutoCAD, Catia would be a plus)
• Fluent in English and Spanish
• General Microsoft Windows experience
• Knowledgeable with Microsoft Office products (Word, Excel, and Outlook)
  
  

Position Qualifications

• Motivated self-starter with excellent communication and customer relation skills
• Excellent verbal and written skills in English and Spanish (French a plus)
• Good organizational skills, positive attitude, and ability to work well in a team environment
• Hybrid work schedule is Monday–Friday, rotation between 8:00am–5:00pm and 11:00am – 8:00pm; 3 days in office
  
  

Profile Description

Position Qualifications:

• Motivated self-starter with excellent communication and customer relation skills
• Excellent verbal and written skills in English and Spanish (French a plus)
• Good organizational skills, positive attitude, and ability to work well in a team environment
• Hybrid schedule, Monday–Friday, rotation between 8:00am–5:00pm and 11:00am – 8:00pm; 3 days in office
  
  

We Offer

Lectra is an Equal Opportunity Employer

It is our policy to foster a workforce that accepts and respects differences. We provide equal employment opportunity for all persons without regard to race, color, national origin, language, religion, age, sex, veteran status, marital status, sexual orientation, gender identity, disability, medical condition, ancestry, citizenship, or political opinion.