Customer Service Engineer

4 weeks ago


Pico Rivera, United States Aquinas Consulting Full time
Job DescriptionJob Description

Aquinas Consulting has an immediate need for a skilled Customer Service Engineer at an international leader in access entry technology with a facility in Pico Rivera, CA.

Customer Service Engineer responsibilities include reviewing and assessing customer issues and developing plans to resolve them in a timely and organized manner. Monitor and report on customer issues and resolution status. Coordinate internal and external resources to resolve customer issues. Provide documentation, including installation instructions and technical guidelines, to support the customer. Provide training for installers for the proper installation of frame and door systems.

Job Duties:

  • Ensure a high level of internal and external customer service. Investigate (and correct) customer issues and complaints relating to quality.
  • Determining quality related training requirements and providing training.
  • Assessing the customer’s product performance complaint, reviewing the product specifications, performing tests as required, investigating the product modifications, generating solutions to meet the customer’s requirements.
  • Record required product rework information including root cause, costs, functional responsibility in manufacturing planning and management software.
  • Generate reports monthly for data representation of product reworks and present to management team.
  • Travel as required for product issues with customers, inspections and/or testing as part of Krieger’s problem resolution or as part the service as sold.
  • Resolve product issues with customers with respect to cost and good will, while ensuring product compliance with legal and quality standards.
  • Assist customers with installation questions and issues.
  • Create and publish installation guides and technical product instructional documentation.
  • Interact daily with customers to interpret their needs and requirements and represent them in the field.
  • Cooperate and communicate effectively with project managers, engineers, production and other project team members to solve problems.
  • Perform bi-yearly (or as needed) installation classes for clients, installers, and others
  • Author and publish Field Service bulletins and e-mails.

Requirements:

  • Bachelor’s degree and or higher in engineering, science, or a business preferred
  • 3-5+ years in a customer service role, field service or similar role (construction company or installation company experience preferred)
  • 2D CAD experience in the detailing and design of product components and assemblies (AutoCAD preferred)
  • Exemplary attention to detail with prior examples of delivering projects meeting time, cost and quality metrics
  • Intermediate knowledge in Microsoft Excel
  • Strong written and verbal communication skills
  • Excellent presentation skills
  • Willing to travel to job sites as needed

Compensation and Benefits:

  • Target base salary is $80K
  • Company subsidized medical, dental and vision insurance coverage
  • Unlimited Paid Time Off
  • 401K plan, which currently offers a 6% company match and no vesting period
  • Health Savings Accounts – Tax-advantaged savings account used for healthcare expenses
  • Flexible Spending Accounts – Tax-advantaged spending accounts for healthcare and/or dependent daycare expenses
  • Disability Insurance –Short-Term and Long-Term coverage, paid for by Allegion, provides income replacement for illness or injury
  • Life Insurance – Term life coverage with the option to purchase supplemental coverage
  • Tuition Reimbursement
  • Voluntary Wellness Program – Simply complete wellness activities and earn up to $2,000 in rewards
  • Employee Discounts



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