Customer Support Engineer

Power Solutions International•Itasca, IL

37d

About The Position

Reporting to the Customer Support Engineer (CSE) Manager, the Customer Support Engineer (CSE) works directly with customers, primarily Original Equipment Manufacturers (OEM), to provide excellent customer service and build the PSI brand reputation. This role often includes acting as a bridge between the customer, sales, and engineering by providing support in the areas of engineering, quality, technical service, warranty, and overall customer satisfaction.

Requirements

Bachelors degree in Engineering, Automotive Technology, or Applied Science preferred; may substitute for the degree direct applicable work experience on a year-for-year basis which built competencies and subject matter expertise
Demonstrated problem-solving and communications skills, ideally while interning or working in the automotive or industrial industries
Mechanically inclined including the ability to diagnosis and troubleshoot vehicles, especially engines
Ability and willingness to respond to urgent customer concerns during non-typical hours (nights/weekends)
Ability to travel up to 25% (domestic and international)

Nice To Haves

Experience with Microsoft Office Suite
Experience using MRP systems
Analytical skills, accuracy, and attention to detail

Responsibilities

Provide technical support to assigned OEM customers over the phone including diagnosing and troubleshooting product (engine) quality and repair issues in a timely fashion using econtrols diagnostic software as well as verbal reports of the engine performance challenges
Report OEM quality issues to the operations/assembly group to facilitate root cause analysis
Proactively support the assigned customer accounts by providing updated product notifications from engineering, technical specs, RFIs, and training
As necessary, travel to OEM clients to provide onsite support for service quality issues
Develop and maintain relationships with OEM Supplier Quality Engineers, Equipment Testers, and Production Managers to gather ideas and suggestions
When needed, collaborate with the customers and PSI's warranty group to address quality issues covered under warranty quickly and seamlessly
Support the Manufacturing Engineering team in updating and maintaining Material Assembly Instructions (MAI) and quality control documents to accurately reflect and correct issues identified at the customers' sites
Introduce new product(s) to the operations group for procurement.
Provide on-call customer support during off hours as needed
As needed, lift and/or carry up to 40 pounds of materials to assist in production. Learn and execute team lifts for items over 40 pounds
Adhere to all safety procedures including the use of personal protective equipment, navigating the plant with alert behavior, operating power tools and machines according to instructions, and disposing of waste properly
All other duties as assigned by management