Analyst Customer Application Support

With over 85 years as an industrial technology leader, Kennametal Inc. delivers productivity to customers through materials science, tooling, and wear‑resistant solutions. Customers across aerospace and defense, earthworks, energy, general engineering, and transportation turn to Kennametal to help them manufacture with precision and efficiency.

About the role

This person provides product support and application support to customers, distribution partners, and internal company personnel via phone, fax, email, and online chat.

Responsibilities

• Ensures client inquiries are responded to by the appropriate technical support staff.
• Logs client requests and solutions into the CRM database.
• Identifies, monitors, and reports on the nature of the client’s product needs or issues and maintains a plan for resolution.
• Assigns appropriate engineering, marketing, and manufacturing resources to resolve problems to the client’s satisfaction.
• Works various hours or shifts as necessary due to department requirements to keep the service open and available.
• Communicates the disposition of customer issues and solutions to appropriate sales personnel and other team members.
• Implements quarterly plans to support customers, distribution, and direct‑sales representatives.
• Reports on individual contribution to department goals, service levels, and measurement standards.
• Writes application bulletins and success stories.
• Gathers market intelligence and reports on it in a timely basis.
• Performs work‑from‑home tasks and product demonstrations as assigned.
• Responsible for data entry of machining information and tool performance reports.
• Works with Metal Cutting Technical Support staff in developing training programs.

Qualifications

• Completed machinist or tool‑and‑die apprentice program, or a relevant engineering degree preferred; a suitable combination of metal‑cutting/machining experience and education is acceptable.
• Fluent in English with strong verbal and written communication skills.
• Proficient with Microsoft Word, Excel, and PowerPoint.

Skills

• Ability to function as a “problem owner” for day‑to‑day application and product issues.
• Ability to initiate problem escalations, track assignments, and follow up with technical engineering, marketing resources, and vendors.

Schedule

Works various hours or shifts as necessary to keep the department open and available for service.