Customer Support Engineer - 11955

Management Solutions, Inc; Boynton Beach (FL); On-site; USD 70,000 - 90,000; Full time

Job summary

Management Solutions, Inc. is seeking a Customer Support Engineer to provide expert technical support for analytical instruments to sales subsidiaries and partners.

You will diagnose issues, deliver efficient repairs, and coordinate with BW, CRM, and SAP to track tickets and customer feedback. The role emphasizes collaboration across teams, training service engineers, maintaining manuals, and supporting installations on-site, with domestic and international travel up to 25%.

Qualifications

• Bachelor’s Degree in Engineering or a related field is required.
• Three years of experience in customer service or support.
• Proven ability to collaborate with team members and with internal/external customers.
• Ability to manage multiple tasks in a fast-paced environment.

Responsibilities

• Provide high-quality technical support to customers and inquiries related to products using BW, CRM, and SAP.
• Convey customer feedback to departments to improve product quality and suggest improvements.
• Deliver prompt, high-quality repairs to customers.
• Organize and deliver training sessions for service engineers, internally or on-site.
• Collaborate with Technical Documentation to produce service manuals, maintenance protocols, and videos.
• Assist subsidiaries and sales partners with installations, setup, or service and maintenance at customer locations.
• Prepare documentation for serial production approvals, such as spare parts lists.
• Update and maintain entries in the Product Knowledge Database.
• Manage repairs processing, including reception, identification, organization, processing, billing, and closure.
• Maintain calibration and functionality of analytical instruments.
• Travel domestically or internationally up to 25%.
• Perform all other duties as assigned.

Skills

Communication

Accountability

Commitment

Integrity

Problem solving

Quality

Teamwork

Technical expertise

Time management

BW

CRM

SAP

Education

Bachelor’s Degree in Engineering or related field

Master’s Degree in Engineering or related discipline

Tools

BW

CRM

SAP

Job description

The Customer Support Engineer is tasked with providing support to our sales subsidiaries and partner organizations concerning the operation and maintenance of analytical laboratory instruments. The responsibilities of the Customer Support Engineer include:

• Providing the highest quality technical support to our customers and addressing all service and support inquiries related to our products utilizing designated reports and systems (BW, CRM, SAP).
• Conveying customer feedback and requirements to the departments responsible within the company to enhance product quality sustainably, as well as offering additional ideas for ongoing product development.
• Delivering prompt, high-quality, and cost-effective repairs to customers.
• Communicating quality-related information through the established reports and systems (BW, CRM, SAP).

Roles and Responsibilities

The Customer Support Engineer is a self-starter with excellent communication skills who engages with Intercompany teams to provide solutions. Job duties include:

• Responsibly address all technical inquiries from both internal and external customers.
• Regularly monitor the status of support tickets within the product domain.
• Organize and deliver training sessions for service engineers, either internally or on-site.
• Collaborate with the Technical Documentation team to produce service manuals, maintenance protocols, and instructional videos.
• Assist subsidiaries and sales partners with installations, setup, or service and maintenance activities at customer locations.
• Prepare necessary documentation for activities related to the approval of serial production, such as generating spare parts lists.
• Update and maintain entries in the Product Knowledge Database.
• Manage the operational processing of repairs and returned goods, including reception, identification, organization, process oversight, billing, and closure.
• Maintain the calibration and functionality of analytical instruments used by company within the Product Competence and Customer Support sectors.
• Be prepared to travel domestically or internationally to other company facilities, not exceeding 25% of the time.
• Perform all other duties as assigned.

The Customer Support Engineer will possess strong product knowledge, industry knowledge, and soft skills to engage with customers, including:

• Accountability
• Assumes responsibility for all work activities and personal actions.
• Follows through on commitments and acknowledges and learns from mistakes.
• Commitment
• Acts in accordance with the principles, vision, and values of the organization.
• Demonstrates support and enthusiasm in work assignments.
• Communication
• Exhibits the ability to convey ideas clearly.
• Displays proficiency in writing, listening, and reading comprehension.
• Arrives punctually at work and remains fully engaged and accounted for during working hours.
• It is relied upon and available when additional time and effort are necessary.
• Integrity
• Behaves honorably and ethically, maintains truthfulness, and is trustworthy.
• Utilizes sound judgment in decision-making.
• Problem Solving
• Identifies issues effectively and evaluates available options.
• Seeking guidance to resolve issues in the best interest of the organization.
• Quality
• Adheres to the highest standards of quality by identifying problems, testing, checking work, and maintaining meticulous attention to detail.
• Seeks opportunities to enhance quality within their scope of work.
• Teamwork
• Collaborates effectively within interdepartmental and interorganizational teams.
• Understands their role within a workgroup.
• Technical Expertise
• Exhibits a deep understanding of knowledge and skills, applying technical expertise proficiently.
• Seeks opportunities to advance technical skills.
• Time Management
• Achieves desired results within designated timeframes.
• Prioritizes conflicting tasks or seeks guidance when necessary.

Education and Experience

The Customer Support Engineer position generally necessitates a combination of experience, educational background, training, certifications, and pertinent skills. The role mandates the following qualifications and competencies.

• Bachelor’s Degree in Engineering or a related field
• Three years of experience in customer service or support
• Proven ability to collaborate effectively with team members, as well as with internal and external customers
• Demonstrated proficiency in efficient work methods and capacity to manage multiple tasks within a fast-paced environment

Preferred skills include:

• Possession of a Master’s Degree in Engineering or a related discipline.
• Proficiency in scientific instrumentation is considered advantageous.
• Familiarity with Six Sigma methodologies is also regarded as beneficial.

Supervision Exercised

This role is that of an independent contributor who is part of multiple teams and bears no supervisory responsibilities.

Physical Requirements & Working Conditions

During the execution of duties pertinent to this position, the employee is routinely expected to sit, stand, walk, observe, communicate, and manipulate items such as computers, machinery, and other equipment. Additionally, the employee must occasionally lift and/or transport weights of up to 50 pounds.

The position necessitates the capability to acquire a passport for international travel.

With regard to organizational matters, the employee shall adhere to the regulations outlined in the company Employee Handbook, except as otherwise specified.