Customer Support Engineer Tier1

1 month ago

Shelby Township, United States KUKA Full time

Summary

Provides technical support to Tier1 customers and system integrators in all areas of KUKA’s product and service portfolio from pre-sales to after-sales phase. Supports the Sales team by consulting customers about KUKA’s products and engineered solutions and supports the implementation of applications. Assesses robot applications, tests, proves-out, and demonstrates software and/or hardware solutions on KUKA robots per customer requirements.



Essential Duties and Responsibilities including, but not limited to, the following.

  • Provides technical support to Tier1 customers and system integrators in all areas of KUKA’s product and service portfolio.
  • Supports Sales Department in creation of application concepts, project quotes, budgets, payback analysis, timing and change requirements.
  • Interfaces between customers, Sales, Product Management, Development and Service throughout the entire product life cycle.
  • Provides holistic and technical sales support to the Sales team and ensures customer retention.
  • Provides holistic product support via phone, e-mail, and onsite in the North American region.
  • Diagnoses electrical, mechanical and programming problems related to KUKA equipment and application specific or customized software packages.
  • Analyzes Tier1 customer requirements regarding products and services.
  • Ensures engineering compliance with Tier1 customers and/or other pertaining specifications.
  • Supports the development projects of new products by providing customer requirements and organizing the field lunch in the North American market.
  • Coordinates and independently implements customer-specific (partial) projects in cooperation with the relevant specialist departments.
  • Analyzes issues and inquiries during the development, commissioning and production phases through to the coordination of remedial measures in the field.
  • Carries out quality and complaint management, recording, implementation and coordination, follow-up of the technical analysis, solution finding and rectification of quality issues in the field.
  • Provides workshops and webinars and creates technical bulletins for Customer Service engineers.
  • Proactively consults Tier1 customers and system integrators about the complete KUKA service portfolio throughout the product life cycle.
  • Supports Engineering Director in developing a service sales strategy to drive growth.
  • Requires the ability to frequently travel to customer sites on short notice.
  • Identifies, escalates, and ensures KUKA Robotics products meet customer availability requirements.
  • Maintains and improves skills and product/application knowledge. Identifies training needs and keeps abreast of competition benchmarks and technology changes.
  • Seeks sales opportunities while ensuring customer satisfaction.
  • MUST understand and follow safety regulations as well as identify/report safety concerns observed at KUKA Robotics’ customer and/or integrator sites.



Supervisory Responsibilities

Periodically responsible for a team of 2 - 4 engineers and/or service technicians as required for successful demonstration and/or project completion. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include planning, assigning, and directing work; direct work contribution; assessing/reporting performance to applicable manager.



Qualifications

  • Must be able to perform each essential duty listed above satisfactorily. Must meet or exceed all educational and/or experience, and skill requirements listed below. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Ability to read and interpret mechanical, electrical, electronic, etc. prints and other related technical documentation.
  • Strong software background, capable of diagnosing software issues.
  • Knowledge of the fundamentals of customer service for phone and face-to-face contact with customers. PC knowledge, which should include hardware and software (i.e., MS Office, ERP system, Internet, Email, etc.)



Education and Experience

  • Bachelor’s degree (B.S.E.E./B.S.C/B.S.M.E.) from an accredited four-year college or university plus five years of related experience, or equivalent combination of education and related experience.
  • Requires excellent knowledge of the fundamentals of customer service for face-to-face and phone contact with customers and prior experience using Salesforce, SAP or similar Customer Relationship Management and ERP software.
  • Prior sales experience are decisive advantage – understanding all phases of sales process.
  • Candidate must be results oriented with a strong dedication to meeting customer expectations and schedules and closing capabilities.



KUKA is an Equal Opportunity Employer committed to building an inclusive and diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status, protected veteran status, or any other factor protected by applicable federal, state or local laws.

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