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Customer Support Engineering Specialist

2 months ago

Lake Orion, Michigan, United States American Battery Solutions Full time

Position Overview:

The Customer Support Engineering Specialist is essential in fostering robust client relationships, guaranteeing exceptional levels of client satisfaction, and enhancing the service offerings of American Battery Solutions.

This role requires a proactive approach, self-motivation, and active collaboration with clients and internal stakeholders, all aimed at achieving optimal customer satisfaction.

The individual will work closely with our engineering teams involved in both prototype development and production, along with key suppliers and validation/testing groups.

Key Responsibilities:
Service Management * Ensure client satisfaction with product functionality and service operations. * Coordinate and schedule regional Service Technicians. * Draft and approve estimates for service operations. * Review and endorse service reports; deliver comprehensive and professional documentation to clients. * Provide after-hours and emergency support for clients on a 24/7 basis. * Develop and sustain spare parts programs with cross-functional operational support.

Design and deliver training sessions for key clients and stakeholders to be utilized at client locations, industry conferences, and new installations.

Warranty Management * Oversee the client Return Material Authorization (RMA) process. * Supervise the client Warranty process. * Create and implement warranty procedures and tracking systems, including process flow diagrams and call center scripts. * Generate Customer and Product Warranty documentation.

Establish and implement systems and tools, including web-based platforms, telephone, and email, to gather and analyze client satisfaction data, ensuring resolution and tracking of client concerns.

* Perform additional duties as assigned. * Maintain predictable and reliable attendance.

Qualifications:
  • Bachelor's degree in business, engineering, or a related discipline.
  • A minimum of seven (7) years of experience in customer service, with at least five (5) years in leadership roles overseeing skilled mechanical and electrical service technicians.
  • At least five (5) years of experience with complex electro-mechanical systems is required.
  • Demonstrated experience in project management, including lean and six-sigma methodologies, along with other structured problem-solving techniques.
  • Highly collaborative with a genuine enthusiasm for customer service.
  • Exceptional analytical, communication, and presentation abilities.
  • Strong interpersonal skills to engage with team members across all organizational levels.
  • Highly organized and detail-oriented.
  • Willingness to travel approximately 25% domestically and internationally.
  • Ability to thrive in a dynamic start-up environment where initiative and ownership are valued.
  • Assertive, and comfortable expressing opinions.
Core Competencies:
  • Quality Focus: Drives work outcomes with a strong emphasis on quality in actions and results.
  • Decision Making & Analysis: Makes informed decisions based on a blend of data-driven analysis, expertise, experience, and judgment; gathers relevant information, seeks input from others, and identifies connections or root causes of issues.
  • Continuous Improvement: Maintains a consistent focus on delivering the highest quality products or services while prioritizing sustainability. Continuously seeks incremental enhancements in work processes and outcomes.
  • Initiative: Demonstrates a strong drive for results and success; conveys urgency and pushes issues to resolution; persists in the face of challenges.
  • Safety Awareness: Exhibits safe behaviors and is conscious of potential risks and hazards in the workplace.
  • Results Orientation: Achievement-driven, with a sense of urgency to meet goals promptly.
  • Team Collaboration: Works cooperatively with others to achieve team objectives and organizational goals.
  • Effective Communication: Shares thoughts, feelings, and information clearly and effectively.
Physical Requirements / Working Conditions:
The physical demands outlined here are representative of those that must be met by an employee to successfully perform the essential functions of this role.