Customer Engineer
Pay Rate - $43.50/hr
Shift: 8am-5pm
Job Description
This dual customer/product focused position serves as the technical liaison between OEMs and represents our customers during new product development programs. Applying products to customer vehicles requires the development of technical specifications, implementing new design
configurations, and delivering high performance, low-cost equipment and system solutions integrated with customers products in a variety of applications. Integrating high quality and optimized customer solutions requires the interaction with sales and marketing teams.
Key Responsibilities:
Investigates integration and installation problems, understands causal mechanisms, recommends appropriate action, owns problem resolution and documents results with guidance from more experienced team members.
Applies and supports the improvement of processes such as Installation Quality Assurance, OEM integration and product selection and tools such as Advisor, OnLine Specifications (COLS) and Global Customer Engineering (GCE) required to support the processes and enable high quality decision making.
Obtains input and negotiates with Subject Matter Experts and Value Package Introduction (VPI) Teams and delivers product data and installation requirements to Application Engineers and OEMs.
Makes decisions in the areas of product selection, design, and integration that impact OEM machine performance, optimization and quality.
Develops strong working relationships with customer technical counterparts to serve as their primary liaison to deliver product technical information, manage product specifications, communicate product change information, conduct installation issue resolutions and facilitate customer requests
Applies in-depth product, application and market knowledge to support Original Equipment
Manufacture product selection and equipment design
Translates customer needs and \\\\\\\"voice of the customer\\\\\\\" into functional product requirements
Serves as customer/market advocate inside during participation in new product development programs, design reviews and product change request processes
Ensures products are applied and installed correctly to meet customer system requirements and environments
Assures installation quality by validating prototype machine performance and ensuring installations meet requirements
Owns problem resolution for moderately complex components, products, systems, subsystems or
services with a greater degree of technical complexity and ambiguity over the entry level engineer level and with greater accountability to the project team.
Provides independent execution of established work processes and systems, while still developing technology or product knowledge; engages with the improvement of systems and processes.
Involves minimal direct management of people, but could involve the coordination and direction of work amongst technicians and/or temporary student employees.
Contributes effectively toward team goals, exhibits influence within a work group and continues to develop proficiency in the competency areas critical to success in the role.
Qualifications and Competencies
Competencies:
Technical Customer Management - Represents the company to our customers by being the interface for all technical aspects; provides engineering data, documentation and training to customers to support the design and integration of equipment; ensures that the customer's business is not
interrupted by managing product changes through the use of our change processes and regular communications with Product Development and the customer.
Product Application Support - Ensures new product information is available by developing and managing accurate and complete technical content in a timely manner to support our customers and the business; provides new options through management of technical systems to support sales to all of our markets; defines installation requirements and develops innovative tools with in-depth, cross-system knowledge and industry experience for successful design and integration.
Machine Integration and Optimization - Combines various parts or sub-systems into a whole to achieve the output most desired by the customer; applies installation requirements using our standard tools, processes and identified best practices to ensure optimization of performance, reliability, cost and quality; analyzes technical issues using proven problem-solving and troubleshooting techniques for rapid resolution.
Product Installation Quality - Identifies and applies ways to improve machine integration to minimize rework and deliver the best product; applies standard processes based on the experience and knowledge of product installation experts; ensures that products are installed correctly and meet requirements through an installation review process.
Product Selection - Guides customers to the best product offerings for their markets and applications; offers best-fit solutions to customers by optimizing product specifications to make offerings easy to install into new applications; represents features and benefits of products in terms that customers understand; ensures products aren't misapplied through using technical information systems, local and application requirements.
Product Problem Solving - Solves product problems using a process that protects the customer; determines the assignable cause; implements robust, data-based solutions; and identifies the systemic root causes and recommended actions to prevent problem reoccurrence.
Machine Operation and Support - Evaluates the operation of the system by the user through monitoring system performance, addressing system failures or performance concerns, reacting to evolving user needs, and technology changes; proactively and systematically responds to operational issues which contribute significantly to user satisfaction and operational cost management.
Customer focus - Building strong customer relationships and delivering customer-centric solutions.
Decision quality - Making good and timely decisions that keep the organization moving forward.
Drives results - Consistently achieving results, even under tough circumstances.
Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
Self-development - Actively seeking new ways to grow and be challenged using both formal and
informal development channels.
Education, Licenses, Certifications:
College, university, or equivalent Bachelor's degree in Engineering or other relevant technical
disciplines is required.
This position may require licensing for compliance with export controls or sanctions regulations.
Experience:
Prior entry level engineering equivalent work experience in a relevant discipline area is required.
Knowledge of MS Office tools is preferred
