Customer Support Engineer

National-Machinery-LLC; Tiffin (OH); On-site; USD 60,000 - 90,000; Full time

Job summary

National Machinery in Ohio is seeking a Customer Support Engineer to troubleshoot machine problems, quote parts, and provide service support on a global scale. You will handle quotes, coordinate schedules, and participate in on-call rotations to ensure customer satisfaction.

The role requires a 4-year engineering degree, strong diagnostic skills, reading blueprints, and willingness to travel locally and domestically. Proficiency with Dynamics CRM, ERP, and PDM is preferred.

Qualifications

• 4-year Mechanical, Technical or Electrical Engineering degree.
• Diagnose and troubleshoot customer machine issues using various tools.
• Read and interpret machine blueprints & Engineering schematics.
• Willingness to travel to local and domestic customers.
• Strong organizational skills to manage projects and priorities.
• Experience with Microsoft Dynamics CRM, ERP, and PDM.

Responsibilities

• Troubleshoot machine problems with customers and discuss service options.
• Prepare quotes for parts and service; manage schedule changes.
• Participate in the phone loop and 24x7 on-call rotation for global support.
• Navigate commercial negotiations on quotes for parts/service.
• Identify root causes and mitigate issues; manage projects for customer success.
• Conduct proactive visits to key customers to grow business.
• Travel occasionally to local and domestic customers.
• Perform other duties as assigned.

Skills

Mechanical Engineering

Troubleshooting

Customer service

Project management

Communication

Education

Bachelor's degree in Mechanical Engineering

Tools

Microsoft Dynamics CRM

ERP

PDM

Job description

At National Machinery we take pride in our skilled workforce and are continuously seeking eager individuals to join our innovative team. National Machinery is a world-class middle market company that designs and manufactures cold forming machinery. It takes many dedicated positions to make our global company excel as an industry leader in the metal forming market. If you are interested in pursuing a career with a company that is well capitalized and privately held by an ownership group that is focused on long term growth, please consider applying. EEO/M/F/D/V

Customer Support Engineer

Responsibilities:

• Works with customers to troubleshoot machine problems, recommend possible solutions, identify potential repair parts, and discuss service support if needed.
• Works internally to identify costs, prices, schedules for parts quotes.
• Participates in the phone loop and the 24x7 on call rotation to ensure global support coverage.
• Manage commercial negotiations on individual quotes for parts/service and communicates schedule changes with customers.
• Competently navigate challenging commercial situations with customers on all assigned inquiries & projects.
• Anticipate and mitigate issues related to assigned inquiries which may develop into crisis situations and manage them effectively.
• Manages projects to help ensure our customers success.
• Identify key customers and conduct proactive visits when necessary to grow business.
• Maintains a flexible schedule to allow for extended work hours as required.
• Occasional travel to customers and affiliate facilities (local, domestic).
• Performs all duties as needed and other duties as assigned.

Minimum Qualifications:

• A 4-year Mechanical, Technical or Electrical Engineering Degree.
• Able to diagnose and troubleshoot customer machine issues by identifying root cause through various technological tools and platforms.
• Natural aptitude for learning and working with new technology to solve problems and enhance productivity.
• Ability to read and interpret machine blueprints & Engineering schematics.
• Willingness to travel occasionally to customers (local & domestic).
• Ability to maintain professionalism during high-pressure situations with customers, affiliates, and team members.
• Exceptional organizational skills to manage projects, tasks, and priorities effectively.
• Knowledge of National Machinery products, processes, and customer support strategies.
• Proficient in Microsoft Dynamics CRM, ERP, and PDM.

Work Environment/Physical Demands:

• Office environment with occasional travel to manufacturing settings.
• Safety gear (steel-toed shoes, safety glasses) required in manufacturing areas.
• Frequent walking, sitting, talking, listening, reaching, and bending.