The Customer Service Engineer is responsible for providing on-site technical support and training on all Böwe product lines. The CSE is the customer contact on all hardware and software related problems. The CSE is responsible for diagnosing and troubleshooting mechanical, hardware, software, and system failures in a timely manner, while following Companys procedures for proper repair and escalation.
Essential Job Functions:
Primary responsibility is to minimize customer downtime by troubleshooting and repairing all mechanical, electrical and software issues on all Böwe products or 3rd party equipment.
Maintains customer equipment by conducting routine maintenance and performing regular preventative maintenance (PM) on all equipment while following Companys procedures for proper repair and escalation
Keeping accurate track of on-site equipment parts inventory, scheduling and timely ordering parts for site replenishment
Identify, analyze, and repair product failures, order replacement parts as required
Assist customer with daily operation and operator duties
Provide technical product training and basic user functionality training to customer when required
Escalate technical issues to the Site Lead, Technical Lead as well as Site Manager
Provide product feedback/customer suggestions to Site Lead, Technical Lead, and Site Manager
Creates and analyzes various dashboard reports, parts usage reports and site history to ensure maximum customer uptime, adheres to the best practices as defined by organization.
Expands technical knowledge by assessing job skills; identifying training requirements and attend training classes when available.
Perform off hour duties if the need arises due to customer schedule
Fosters positive customer relations by communicating with customers; responding to complaints/inquires in a cooperative, supportive, and professional manner; negotiating problem resolution; resolving problems in a timely and efficient manner; acting as liaison between the customers, technical lead, and site management.
Provide weekly feedback about site performance and site issues and maintain site performance reporting according to specified guidelines.
Provides direct support to customers and Böwe service personnel on all Böwe products; guides and supports other customer service engineers; provides training on Böwe products to the customer.
Assist the SCSE with new product installation and field conversions or modifications by installing, performing system evaluations and machine validation.
Assists the SCSE on product changes or prototypes by analyzing the reliability, functionality, and serviceability of equipment during initial customer installation, also makes appropriate recommendations as to the functionality and repair capabilities of existing equipment.
Other items / duties to jointly be developed when the need arises
Adhere to all of customers policies and procedures, including their safety protocols, employee conduct, confidentiality requirements, etc.
Qualifications or Skill Required:
High school graduate, 2-year degree or equivalent experience in advanced mechanical/electronic/software training with 3+ years related industry/equipment experience or equivalent combination of education and experience required.
Excellent analytical, problem solving, and troubleshooting skills, ability to read and interpret technical drawing and documentation, good project management skills.
Strong interpersonal/customer relations skills, clear verbal and written communications, ability to coordinate with others to accomplish goals.
Proficiency on PC multiple operating systems. Excellent computer skills: Windows, Windows Server, Word and Excel, Project, DB2, HTML
Possess strong electromechanical skills and problem solving/troubleshooting abilities
High degree of customer care skills
Ability to thrive under pressure
Flexibility to work hourly shifts