Customer Service Engineer

Brewer Science, Inc. • Rolla, MO

9d • Onsite

About The Position

A Customer Service Engineer leverages extensive experience to handle advanced technical support issues and drive enhancements in customer service operations. This role will focus on resolving complex customer issues, optimizing service processes, and providing expert-level support to both customers and internal teams.

Requirements

• High school diploma or equivalent and 12+ years of related experience or Associate’s degree in business administration, communication, or related field and 8+ years of related experience or An equivalent combination of education and experience.

Responsibilities

• Address and resolve complex technical issues escalated from other team members, and advanced troubleshooting skills to deliver expert-level support.
• Serve as the primary point of contact for high-priority customer accounts, building strong relationships and ensuring timely, effective resolution of technical concerns.
• Identify opportunities for process enhancements based on customer feedback and technical observations, driving continuous improvement initiatives across customer service operations.
• Collaborate closely with engineering, product management, and other departments to resolve intricate issues, influence product improvements, and ensure seamless integration.
• Maintain comprehensive records of technical issues and resolutions, and prepare detailed reports on service performance, trends, and areas for improvement.
• Provide guidance and training to less experienced engineers, sharing expertise and best practices to elevate team capabilities and improve overall service quality.
• Develop and implement strategies for addressing recurring technical issues, improving overall service delivery, and ensuring high levels of customer satisfaction.
• Oversee the technical verification of customer complaints, including 8D response analysis, and communicate effectively with customers.

Benefits

• Medical, dental, vision, life, long- and short-term disability, identity theft protection, and pet insurance
• Paid leave, including community service leave, wellness breaks, and other special leave
• Employee stock ownership, 401k, and bonus plans
• Educational assistance & employee assistance program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees