Engineering Analyst II, Customer Support Engineering

Kohler Co. • Kohler, WI

9d • 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 position turns field insights into action by analyzing product and installation data, coordinating corrective actions, and communicating recommendations to improve products, processes, and services.

The role includes reviewing and investigating quality concerns, supporting customer and sales relationships, engaging with jobsites to prevent issues, and contributing to engineering and process improvements. The analyst also supports projects and programs through planning, risk management, stakeholder communication, and follow-through, while sharing project-management practices, providing technical guidance, and mentoring lower-level analysts. 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 and recognize 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.
• 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 to improve products, manufacturing methods, equipment, and customer outcomes.
• Support plant improvement projects with customer feedback and field evidence, implement improvements, and assess results.
• Apply 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 and follow through on commitments.
• Communicate management strategies and goals across the business.
• Share project-management practices and tools, provide technical guidance where appropriate, 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 available from the first day of employment, with no waiting period.
• Competitive total rewards package to support health and wellbeing.
• Career growth and development opportunities.

What This Job Offers

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