Customer Technical Support Engineer

Customer Technical Support Engineer

13 Jun 2024
California, Milpitas, 95035 Milpitas USA

Customer Technical Support Engineer

Vacancy expired!

Main Purpose of Role:
The Customer & Technical Support Manager is a management level position with responsibility to provide results-driven leadership to the customer service and technical support departments. Key areas of responsibility include hands-on participation in day to day department activities of order processing and customer management, pre-sales application engineering, RMA processing, post sales customer and technical support, resource management, training, budgeting, and implementation of best practices to continuously improve the overall customer experience.

Responsibilities:
Management Responsibilities
  • Manage and monitor performance of customer and technical support team including customer service and application engineering staff. Responsible for mentoring department staff, assisting in recruitment, supporting development, and delivery of results that meet or exceed planned expectations.
  • Support President with operational improvement strategy.
  • Overall responsibility for ensuring performance in alignment with Safety, ISO quality, and environmental standards. Drive a safety conscious culture that ensures 0 injuries and LTA’s and compliance with all statutory and corporate standards.
  • Monitor departmental performance through regular reporting of customer complaints, inquiry response time, RFQ turnaround, and configured product price/cost analysis and reporting.
Functional Responsibilities
  • Responsible for end to end customer order management process and ensuring that customer demand is accurately and efficiently processed and accurate customer responses are provided in a timely manner.
  • Identify and drive necessary changes to achieve consistent first pass performance for all sales support functions, and implement effective issue resolution.
  • Develop or enhance business processes, departmental goals and standards to measure performance and identify continual improvement opportunities to drive a high level of customer satisfaction.
  • Coordinate the activities of the Relentless Root Cause Analysis process (RRCA) to resolve customer complaints and departmental process issues and validate effectiveness through periodic analysis.
  • Develop a deep understanding of the Voice of Customer and identify key opportunities for improving the customer and technical support experience and building customer loyalty.
  • Collaborate on cross-functional teams with engineering, supply chain, QA/QC and finance for seamless customer order and technical support management.
  • Manage standard and configured price book and tools ensuring proper costing methods and margin are being used and maintained, and aligned with ERP system.
  • Collaborate with department heads to generate weekly orders & sales forecast
Financial Management
  • Identify, evaluate, plan and implement operational process and cost saving improvements within functional areas of responsibility.
  • Work with the senior management team in the generation of the annual plan budget, including supporting analysis and aligning departmental initiatives and budgets to overall company strategy.
  • Achieve sales performance and operational costs within plan and latest estimates.

Qualifications:
  • BA/BS degree in business administration, engineering or equivalence experience.
  • Minimum of 7 years of related experience in a customer facing support role. Background in an engineering discipline a plus.
  • Minimum 3 years of direct employee management including strong interpersonal skills and managing/working within cross functional teams
  • Proven ability to manage customer relationships and manage through challenging situations.
  • In-depth knowledge and proficiency with Enterprise Resource Planning software (materials management, routing, production planning, procurement and distribution).
  • Proven track record of customer focus and support of internal and external customer requirements.
  • Strong ability to identify, communicate and manage operational changes in process, environment and resources.
  • Knowledge of overall business processes and identify and implement opportunities for improvement.
  • Proven ability to resolve issues independently and take appropriate action in a timely manner.
  • Proficient in Windows applications and Microsoft Office programs such as MS Word, Excel, Outlook, PowerPoint and Teams.
  • Quick learner and ability to achieve proficiency in new software applications as needed.

Job Details

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