Customer Support IOT/UI Developer

Makino•Mason, OH

23h

About The Position

This position will develop and manage the creation of intuitive and effective user interfaces to enhance the customer experience and create efficiencies for the staff of Customer Support. The role acts on Voice Of the Customer (VOC) and Voice Of the Business (VOB) feedback to support the identification, prioritization, and development of Customer Support’s customer and employee interfaces such as Field Service Management, Product Life Management, Service-related Documentation, Omni-channel communications, and the Makino Customer Portal. Role will integrate the department’s KPIs to drive the prioritization of the department’s User Interface (UI) and IOT projects. The UI/IOT Developer will provide focus and leadership for the development and execution of key customer support initiatives and technologies directed at operational effectiveness within Customer Support, as well as customer user interfaces through storefronts to purchase Parts and Services, as well manage the customer portal and moderate technical forums and chats. This person will have frequent interaction with all MM departments, Distribution channels, Regional Customer Support Management, Technical Support and Field Service personnel, Sales as well as major business groups, including Makino’s global manufacturing entities, Makino Affiliates (ME, MA, MTS), and outside business partners necessary to meet customer requirements and business objectives. The IOT/UI Developer has primary responsibility for developing, documenting, and implementing key initiatives within Customer Support that result in value-added activity for Makino customers and creates greater efficiencies within the Customer Support operation. These processes will be integrated across the Customer Support organization to ensure consistency of alignment with Makino strategic goals. This is accomplished by analyzing current and newly developed processes by which the department functions along with collecting and analyzing data and user experience surveys to prioritize the creation, maintenance, and enhancement the digital User Interfaces.

Requirements

In-depth knowledge of the metal-cutting machine tool industry, Makino Customers, Products and Services
In-depth knowledge of the access and utilization of source information
Knowledgeable in application architecture related to web-based digitalized user interfaces
Possess skills regarding project proposal development to include scope, timeline, resources, and budget
Possess skills in Project Management to include setting priorities, schedule, budget, and periodic progress reporting
Technical writing skills
Analytical and problem-solving skills
Ability to set and meet deadlines
Experience with statistical software
Reporting and data visualization skills
Excellent attention to detail
Advanced computer skills with Microsoft Office Platform (Excel, PowerPoint, Word, MS Project), SAP, SQL Server and other software.

Responsibilities

Ensure all software meets architecture quality requirements, reviewing technical designs, testing units, and maintaining basic documentation
Work with senior management to create Key Performance Indicators to measure user satisfaction and the effectiveness of business strategies
Create recommendations for Robotic Process Automation (RPA) placements to create efficiencies in Customer Support administrative processes.
Determine and incorporate the integrated ancillary equipment and service products into the Customer Service database to create greater efficiencies in Customer Support administrative and technical support processes
Create reports for internal teams and/or external clients
Collaborate with team members to use graphs, infographics, and other methods to collect, analyze, and visualize data
Structure large data sets to find usable information
Identify and propose opportunities for improvement
Create presentations and reports based on recommendations and findings
Remain current with new technology, regulatory requirements, and competitive products to drive new innovative features and functions
Identify potential performance metrics to track operational performance and improvements.
Establish and maintain effective working relationships with other Makino groups to coordinate strategic and operational goals.
Provide regular reports to Senior Management, other departmental Managers, Makino affiliates, and individuals as required to maintain effective measurements and communication.
Lead the development and continuous improvement strategies of the KPIs to deliver the right customer support services at the right costs and quality
Other duties may be assigned as necessary to meet the needs of the business