Customer Solutions Engineer

HP Tuners LLC • Buffalo Grove, IL

4h • $75,000 - $85,000 • Onsite

About The Position

HP Tuners LLC is a global leader in the automotive aftermarket, developing hardware and software for vehicle calibration. The Customer Solutions Engineer, this individual develops and grows HP Tuners’ presence in both domestic and international markets by bridging the gap between the customer, the engineering team, and the sales team, providing technical and commercial assistance. This position is based in Buffalo Grove, Illinois and requires an onsite presence, relocation is available for the right candidate. This position reports to the Support Manager.

Requirements

• Bachelors Degree and at least 1-3 years of work experience; or 2-4 years on vehicle experience.
• Assume responsibility for complex issues and problems while continuously improving skill base and referring complex issues to higher-level staff.
• Perform work effectively under general supervision.
• Possess a valid permanent driver’s license from state of residence and a clean driving record.
• Ability to travel domestically and internationally when required.
• Knowledge of automotive market, internal combustion engines, tuning and diagnostics is required.
• Technical Issue Diagnosis: Find the root cause of technical issues by collaborating closely with engineering.
• Remote and On-Site Support: Provide both remote and on-site support, assisting customers with issues, and traveling on short notice when necessary.
• Electrical Diagnostics and Troubleshooting: Diagnose and resolve electrical issues, including wiring and hardware faults, through both remote guidance and hands-on assistance.
• CAN diagnostics and implementation.
• R&D and Product Testing: Conduct R&D-driven testing on products and software updates on vehicles with engineering.
• Product and Policy Recommendations: Recommend changes in products, services, and policy by evaluating results and competitive developments and marketplace opportunities.
• Go-to-Market Strategy Support: Support the go-to market strategies on new products, new vehicle support, and existing product changes (e.g., Customer visits to facilitate testing and gathering valuable feedback on New Products).
• Microsoft Office Suite: Overall competence.
• VCM Scanner
• CORE ECU & Subsequent Powertrain Hardware
• CORE ECU & Subsequent Powertrain Software
• TDN/RTD
• Driving Growth/Customer Engagement: Work with sales to find new leads and prospects, actively pursuing opportunities, effectively highlighting the value of HP Tuners' products.
• Customer Feedback and Market Insights: Gather valuable customer insights through direct engagement, ensuring engineering receives critical feedback.
• Enhancing Brand Visibility: Collaborate with Marketing (when and where needed) to create product and instructional videos.
• Industry Knowledge: Stay updated on competing products, market dynamics, and emerging industry trends.
• Reporting and Management Communication: Keep Management informed by submitting activity and results reports.
• Communication: Communicate clearly on multiple platforms/mediums (verbal, written, email, video calls, etc.).
• Interpersonal Skills: Build and maintain strong relationships through effective communication, collaboration, and emotional intelligence.
• Professionalism: Maintain professionalism in all interactions.
• Time Management: Prioritize workload to ensure responsibilities are completed efficiently and in a timely manner.
• Work Independently: Act as a self-starter who can work independently while meeting goals/deadlines. Strive to investigate, learn, and ask questions to understand issues to potentially solve a problem and think/plan how to mitigate future issues before escalating to Management or other teams.
• Problem-solving: Apply critical thinking and analytical skills to identify, assess, and resolve technical issues effectively.
• Detail-oriented: Assess work with a keen attention to detail.
• Multi-tasking: Manage multiple tasks efficiently and in a timely manner. This includes prioritizing work when traveling.

Nice To Haves

• Knowledge of the latest product, market, competitive and industry trends is preferred.
• Passion for emerging automotive technologies and/or automotive aftermarket knowledge.

Responsibilities

• Provide customer support on diverse engine control projects, including:
• ICE (Internal Combustion Engine) calibration across multiple platforms
• Combustion feedback-based control systems
• Sensor integration and troubleshooting
• CAN diagnostics and configuration
• Electrical wiring
• Calibration issues
• Data acquisition
• Bridge the gap between the customer, engineering team, and the sales team by working daily to:
• Find the root cause of technical issues by collaborating closely with support and engineering.
• Gather valuable customer insights through direct engagement, ensuring engineering receives critical feedback on new products released to select dealers before product launch (external Beta testing).
• Conduct R&D-driven testing on products and software updates on vehicles with engineering.
• Educate the Internal HP Tuners team on our products and how they are used in the market.
• Support customers with product functionalities and technical capabilities.
• Develop, improve, and perform on-site and virtual customer product demonstrations.
• Support Sales Managers with leads and prospects, attend trade shows and events.
• Collaborate with marketing (when and where needed) to create product and instructional videos and provide video and photo content as needed to support promotional efforts.
• Stay updated on Competing Products.
• Maintain a thorough understanding of company product portfolio and products.

Benefits

• complete benefits package, including medical, dental, vision, life, and disability coverage, paid time off (PTO), and a 401(k) program with employer matching

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level