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Application Engineer

4 months ago

New York, United States NexGen Solutions Corporation Full time

Title:

Esprit Applications Engineer

Objectives:

Customer service is the foundation of our company’s success and although we segment tasks and duties below, we put customers first when issues or problems arise. To achieve success, we must work as a team to get the right people involved to solve problems or provide opportunities for our customers to improve. Prompt and efficient internal and external communication is the foundation for our team to provide exceptional customer service and strive to become Hexagon’s top CAM partner.

Your focus on our team would be in these areas – ESPRIT 2K, ESPRIT EDGE, pre-sales, support, training, and special projects. We would also like to keep the theme of continuous learning and hear from you on the areas of most interest for additional skills, by picking additional technologies from our lineups. You will need to provide support, training, and consulting on a flexible schedule over the web or on-site. On-site visits, partner visits, and nurturing calls to customers will be part of the regular schedule. Most onsite customer engagements are 3 days in length, where we would try to minimize travel on weekends as much as possible. There are months when multiple customer visits may be required. There will also be months where there is no travel.

To work as an effective team, it will require documentation in PMT systems. There will also be opportunities to create short videos and knowledge base articles that can be used for multiple purposes (who starts and finishes videos or articles may differ from time to time). You will be expected to leverage and put relevant customer information into all PMT business systems regarding customer interaction. Internal documents, such as best practices or support procedures are written as needed. External documents, such as training materials, consulting reports, and project management notes will be requested as needed. To that extent, recording and reporting travel expenses in a timely manner is your responsibility, where we leverage Expensify to make this as easy as possible. PMT has access to partners that have facilities across the US, which may be leveraged. There will be some trips to office locations to meet with the extended team.

As new technology, processes, and solutions are brought to the team, you are expected to embrace change and help guide the company to the best possible outcomes.

Pre-Sales demonstrations will be needed to successfully add new clients to PM-Technologies. Marketing has become more and more of a function of the entire company to produce content, success stories, highlight advantages over our competitors, and pursue positive survey results. We expect you to seek customer feedback and input, and to help PMT tell the world about the great results achieved. You will be encouraged to produce and/or provide social media information.

Detailed Responsibilities

• Learn all aspects of ESPRIT/EDGE and the related materials, work together with the team to create training materials (video, curriculum, slides, support articles, written resources, etc.), and deliver high quality support and training for customers on these solutions.

• Provide best-in-class customer service, by working closely with the extended team, which includes keeping notes of all customer interactions in CRM systems to keep everyone in synch.

• Learn additional solutions (TBD based on your interests that match PM- Technology’s needs, but mentioned in section above), to be able to provide services on a timely basis. Build the relationship with the Hexagon team into partnership to achieve common customer goals and objectives in a coordinated and timely manner.

• Assess and deliver recommendations to improve PMT processes, procedures, and infrastructure. Improvements for the company will naturally flow from the processes set up and leveraged during your customer engagements.

Perform customer health checks and document key next steps for the sales team to execute in PMT software systems. Develop your skills and customer discussion topics to perform virtual and onsite health checks that deliver high value to our customers.

• Grow and develop relationships with dedicated Hexagon technical resources and work together with them to drive high quality services.

• Support technical staff at machine tool partnerships, in coordination with PMT sales, to win preference for them to position Hexagon CAM when their CNC customers are in need.

• Assist PMT with the creation of new classes and services, which may involve writing parts of our training curriculum.

• Continue to expand your skills and capabilities for training with PM- Technologies, with the goal of being more a true consultant that provides value in all your customer interactions. Continuously learn more about these solutions to keep your skills sharp and effective. Learn about automation and advanced skills so that you can provide superior value for customers. Become a top trainer by investing in your students, caring about their results, and mastering your communication skills in the classroom.

• Learn all the key pre-sales needs for the top PMT products / solutions to position them with customers effectively.

• Assist with technological upgrades and improvements to training computers and facilities and recommend new software and hardware that can benefit the business.

Work Hours:

8AM-5PM EST.

When training onsite or remote, we work the same time zone as the customer. There may be times when it will be necessary to flex time (start later, finish work later OR start earlier, finish work earlier) for customers in the eastern and western half of the US, and this will be planned in most cases but not all.