Engineering Support Technician

Glidewell Dental; Irvine (CA); On-site; USD 27,552 - 33,062; Full time

Job summary

Glidewell Dental in Irvine, California is seeking a candidate for a key support role within their Product Engineering team. The position involves assisting with customer escalations and ensuring customer satisfaction through effective communication and problem resolution.

The ideal candidate will be a recent graduate or pursuing a Bachelor's degree in Engineering and possess good interpersonal skills. Familiarity with engineering processes and previous customer service experience is preferred. The position offers a pay range of $20.00-$24.00/hr.

Qualifications

• Must possess effective oral communication and interpersonal skills.
• Recent graduate or currently pursuing a Bachelor's degree in Engineering or related field.
• Previous experience in related field and/or engineering background preferred.
• Previous customer service experience is a plus.

Responsibilities

• Review and resolve customer escalations with the Product Engineering team.
• Respond to customer concerns during installation and operation.
• Ensure timely responses to calls and emails.
• Investigate and resolve customer complaints as per policies.
• Document customer information to support product development.
• Assist in research of new technologies and suppliers.

Skills

Effective communication

Interpersonal skills

Problem solving

Education

Bachelor’s degree in Engineering or related field

Job description

Responsibilities

• Assists Product Engineering team to review and resolve customer escalations.
• Responds to customer concerns raised during installation, operation, maintenance, or product application or compatibility matters.
• Ensures calls and emails are responded to within targeted service level timeframes.
• Investigates, manages, and resolves customer complaints in accordance with pre-established policies.
• Documents customer information and recurring technical issues to support product quality programs and product development.
• Enters data for component history to get statistical data to help find root cause of issues in the field.
• Assesses component history data, formulates reports, and provides recommendations for improvement.
• Assists with the research of new technologies, software, processes, materials, and suppliers.
• Completes documentation required by the quality system with assistance from Engineering and Technical Writers.
• Learns and assists with component design elements, creation of drawings, and documents related to automated machinery.
• Collaborates with Mechanical Engineers, Electrical Engineers, Control Engineers, and build team on machinery and processes related to automated manufacturing.
• Assists build team with hands on prototyping as required.
• Performs other related duties and projects as business needs require at direction of management.

Essential Functions

• Assists Product Engineering team to review and resolve customer escalations.
• Responds to customer concerns raised during installation, operation, maintenance, or product application or compatibility matters.
• Ensures calls and emails are responded to within targeted service level timeframes.
• Investigates, manages, and resolves customer complaints in accordance with pre-established policies.
• Documents customer information and recurring technical issues to support product quality programs and product development.
• Enters data for component history to get statistical data to help find root cause of issues in the field.
• Assesses component history data, formulates reports, and provides recommendations for improvement.
• Resolves data entry discrepancies using standard procedures.
• Assists with the research of new technologies, software, processes, materials, and suppliers.
• Completes documentation required by the quality system with assistance from Engineering and Technical Writers.
• Learns and assists with component design elements, creation of drawings, and documents related to automated machinery.
• Collaborates with Mechanical Engineers, Electrical Engineers, Control Engineers, and build team on machinery and processes related to automated manufacturing.
• Assists build team with hands on prototyping as required.
• Performs other related duties and projects as business needs require at direction of management.

Minimum Qualifications

• Must possess effective oral communication and interpersonal skills with ability to deal with all levels of personnel in a professional and effective manner.
• Recent graduate or currently pursuing a Bachelor’s degree in Engineering or related field, preferred.
• Previous experience in related field and/or engineering background, preferred.
• Previous customer service experience, a plus.
• Must be able to read and understand all operating procedures and applicable technical information.

Pay Range: $20.00-$24.00/hr