Senior Analyst – Product Application Support

About the role

3M is seeking a Senior Analyst to provide advanced technical support for its product portfolio, acting as an escalation point for complex customer inquiries and product complaints. The role involves direct interaction with customers, business partners, and internal stakeholders across multiple communication channels.

Key responsibilities

• Serve as the primary liaison for 3M customers, handling complex, non‑routine, and escalated inquiries with professionalism and sound judgment.
• Communicate effectively via phone, live chat, and written channels, adapting style to case complexity and urgency.
• Document interactions, case details, actions, and resolutions accurately in CRM and other business systems.
• Investigate and resolve complex product or service issues through research, process review, and collaboration with internal teams.
• Support brand protection by ensuring timely issue resolution and accurate escalation.
• Identify recurring issues, process gaps, and customer experience trends to recommend improvements.
• Generate sales leads and promote relevant 3M solutions to support business growth.

Required profile

• Bachelor’s degree or higher from an accredited institution.
• Minimum of four years of combined experience in customer service, technical support, product application support, or related fields.
• Proven experience handling complex or escalated customer inquiries.
• Excellent English communication skills, both written and verbal.
• Experience acting as a subject‑matter expert and delivering training to team members.

Required skills

• Knowledge of Salesforce CRM or similar customer relationship management systems.
• Proficiency with Microsoft Office applications and general PC tools.