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Customer Support Engineer
2 months ago
Customer Support Engineer
Job Number: 68996
Group: Magna Corporate
Division: Mobility USA
Job Type: Permanent/Regular
Location:
Troy, MICHIGAN, US, 48083
Work Style:
Group Description
At Magna, we create technology that disrupts the industry and solves big problems for consumers, our customers, and the world around us. We’re the only mobility technology company and supplier with complete expertise across the entire vehicle.
We are committed to quality and continuous improvement because our products impact millions of people every day. But we’re more than what we make. We are a group of entrepreneurial-minded people whose collective expertise gives us a competitive advantage. World Class Manufacturing is a journey and it’s our talented people who lead us on this journey.
Role Summary
As a Customer Success Engineer, you will be the key technical contact for our customers, providing top-tier support and resolving technical issues to ensure a seamless user experience. Your role is vital in maintaining high levels of customer satisfaction by swiftly addressing product malfunctions, guiding users through technical challenges, and collaborating with internal teams to improve our offering.
Key Responsibilities
• Assist customers with onboarding of a Magna’s product or service and guide clients through installation and updating issues as needed.
• Diagnose and resolve complex technical issues reported by customers, ensuring prompt and effective solutions.
• Act as the primary point of contact for customers, providing clear and empathetic communication throughout the support process.
• Educate and train customers on product usage, offering step-by-step instructions and conducting training sessions as needed.
• Issue Escalation: Collaborate with internal teams to escalate and resolve more complex technical issues, ensuring timely resolution.
• Product Feedback: Provide insights and feedback from customer interactions to product development teams to drive continuous improvement.
• Complaint Resolution: Manage customer complaints professionally, ensuring their concerns are understood and resolved satisfactorily.
• System Analysis: Analyze recurring technical issues to identify patterns and contribute to system and product improvements.
Key Qualifications/Requirements
• Bachelor’s degree in computer science, Information Technology, or a related field is preferred.
• Familiar with Industry 4.0 practices and has good understanding of IT/OT infrastructure.
• Strong knowledge of software systems, computer hardware, operating systems, and networks, along with experience in technical troubleshooting.
• Excellent verbal and written communication skills, capable of conveying technical information clearly and empathetically.
• A customer-centric mindset with a commitment to understanding and addressing customer needs effectively.
• Experience working with cross-functional teams to resolve issues and improve products/services.
• Flexibility to adapt to new technologies, changes, and learning opportunities.
Awareness. Unity. Empowerment.
At Magna, we believe that a diverse workforce is critical to our success. That’s why we are proud to be an equal opportunity employer. We hire on the basis of experience and qualifications, and in consideration of job requirements, regardless of, in particular, color, ancestry, religion, gender, origin, sexual orientation, age, citizenship, marital status, disability or gender identity. Magna takes the privacy of your personal information seriously. We discourage you from sending applications via email to comply with GDPR requirements and your local Data Privacy Law.
