Engineering Analyst II, Customer Support Engineering

Kohler Co. • Kohler, WI

10d • $59,750 - $89,650 • Remote

About The Position

The Engineering Analyst II, Customer Support Engineering role combines engineering judgment, quality expertise, and customer support to resolve complex field issues and strengthen the customer experience. The analyst serves as a technical partner to commercial accounts, sales teams, distributors, contractors, and consumers, supporting post-sale needs and future project opportunities. The role analyzes product and installation data, coordinates corrective actions, and communicates recommendations to improve products, processes, and services.

The position addresses customer quality claims, provides technical and quality support to sales and customers, and engages at jobsites to prevent issues through training and practical recommendations. It also analyzes field data, supports engineering inspections and testing, contributes to engineering and process improvements, and provides detailed project execution support. The analyst helps build team capability through technical guidance, mentoring, ongoing learning, and continuous process improvement. The position is remote from the Atlanta market and requires 50–75% travel.

Requirements

• Bachelor’s degree in Engineering, Engineering Technology, or Computer Science.
• Relevant experience supporting engineering, quality, manufacturing, customer service, or operational systems.
• Ability to travel 50–75% and work remotely from the Atlanta market.
• Working knowledge of engineering technology, design, build, testing, specifications, implementation, and technical operations support.
• Ability to collect and analyze data, prepare clear reports, translate user needs into business requirements, and apply policies and regulations.
• Ability to independently resolve operational problems while recognizing when guidance or escalation is appropriate.
• Authorization to work in the United States without requiring sponsorship now or in the future.

Nice To Haves

• English/Spanish bilingual capability.

Responsibilities

• Review defective material at key non-allowance wholesale distributor locations, classify claims, and collect field data to support corrective action in manufacturing and design.
• Investigate quality concerns in customer homes and support larger product- and labor-related claims initiated through Kohler Technical.
• Review and approve or deny sales goodwill expenditures over $500 and all concealed-damage claims.
• Develop resolution options, make recommendations, and coordinate corrective actions and engineering requests.
• Provide proactive quality and technical support to the Sales organization, including new-growth and business-development initiatives.
• Build relationships with wholesale distributors, contractors, consumers, and key commercial accounts.
• Support allowance customers with larger quality issues and help differentiate the Kohler quality experience.
• Communicate with varied audiences, keep stakeholders informed, and adapt communication as situations change.
• Visit large jobsites to answer product questions, identify risks, and help prevent claims and customer dissatisfaction.
• Deliver installation, handling, and storage training at jobsites, particularly for Vikrell products and allowance and non-allowance customers.
• Translate field observations into practical recommendations for customers, sales teams, manufacturing, and design partners.
• Analyze field data and complex information to identify trends, determine root causes, and recommend solutions.
• Support engineering inspections, testing, implementation, and validation; document findings and recommend remedial actions to meet specifications and applicable requirements.
• Contribute to engineering drawings, specifications, and process-design activities that improve products, manufacturing methods, equipment, and customer outcomes.
• Support plant improvement projects by providing customer feedback and field evidence, implementing improvements, and assessing results.
• Apply relevant engineering technology, methods, tools, processes, and software to develop, evaluate, and refine solutions.
• Provide detailed support in project and program execution, serving in a primary or secondary role based on scope.
• Develop and manage action plans, schedules, critical paths, dependencies, resources, and milestones.
• Identify, assess, prioritize, and mitigate project and operational risks, escalating issues when appropriate.
• Make persuasive recommendations based on results, understand the broader business context, and follow through on commitments.
• Champion and communicate management strategies and goals across the business.
• Share project-management practices and tools, provide technical guidance, and mentor lower-level analysts.
• Maintain current knowledge of relevant technology, regulations, policies, and industry practices through learning, training, and coaching.
• Evaluate processes, share analysis with stakeholders, and implement practical improvements.

Benefits

• Applicable benefit programs are available from the first day of employment, with no waiting period.
• Competitive total rewards package supporting health and wellbeing.
• Career growth and development opportunities.

What This Job Offers

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