Customer Support Engineer

Fictiv•Schaumburg, IL

3d•Onsite

About The Position

The Customer Support Engineer promotes sales of Misumi products through Customer Support channels including email, chat, and phone, application work and special engineering related projects as needed. This role involves promoting and educating customers such as design engineers, mechanical engineers, buyers or other professional and technical personnel, on products and services to increase sales. The engineer will also make and perform technical presentations to design engineering groups as a subject matter expert, provide product and design support to increase usage in customer designs, and work collaboratively with the sales team to achieve growth goals. Additionally, the role provides technical design support and education both internally and externally on products including materials, fits, tolerances, lifespans, engineering calculations, sizing, CAD models, website, and functions via phone, email, and chat. Handling large, custom, and competitor cross-over quoting opportunities between customers and internal departments (domestic and overseas) to capture new business is also a key responsibility. Ensuring compliance to quality and working with customer service and procurement on quality claims, as well as maintaining product databases, website contents, and catalog product information for accuracy and changes are also part of the role. Other responsibilities may include catalog review, warehouse inventory support, trade show support, and others as necessary. All employees are expected to maintain and contribute to the QMS.

Requirements

Bachelor’s Degree in Engineering (Mechanical, Electrical, or Industrial preferred).
Minimum 3 years of relevant experience.
Excellent problem solving, interpersonal and conflict management skills.
Working knowledge of 3D CAD, Microsoft Office (Excel, Access, Word, PowerPoint)
CRM software
Excellent verbal/written communication skills.
Highly motivated, driven, responsible, possess leadership, and results oriented.

Nice To Haves

Knowledge of manufacturing processes and equipment preferred.
VB, VBA (plus).

Responsibilities

Promote and educate customers on products and services to increase sales.
Make and perform technical presentations to design engineering groups.
Provide product and design support to increase usage in customer designs.
Work collaboratively with the sales team to achieve growth goals.
Provide technical design support and education both internally and externally on products.
Handle large, custom, and competitor cross-over quoting opportunities.
Ensure compliance to quality and work with customer service and procurement on quality claims.
Maintain product databases, website contents, and catalog product information for accuracy and changes.
Catalog review, warehouse inventory support, trade show support, and others as necessary.
Maintain and contribute to the QMS.