Machinery Support Engineer

Nikkiso Cryogenic Industries • TX

119d • $99,046 - $143,637

About The Position

Technical Support is responsible for providing technical expertise for the NCS organization. Responsibilities include the development of regional technical support roles, escalation support for the regional teams, consolidating and reviewing all warranty claims, liaison with product company stakeholders on systemic issues, leading all RCA's and tooling design. They will also assist with the development of tools, presentations, communication documents, and work instructions related to the products supported by the Nikkiso service group. Technical Support will also be accountable for all technical service bulletins and providing feedback to product companies to improve product quality.

Requirements

• Bachelor’s degree or higher, preferably in an engineering or technical discipline.
• 5+ years of experience in international manufacturing or industrial services company.
• Experience in product companies or service companies is required.
• Technical experience in an industrial manufacturing environment.
• Knowledge of the NCE&IG Group’s products is preferred.

Nice To Haves

• Interpersonal, collaboration, and relationship building skills.
• Presentation and written communication skills.
• Ability to develop tools, presentation, brochures, articles, press releases, etc.
• Ability to develop training materials.
• Judgment and problem solving.
• Influence and negotiation skills.
• Customer focus.
• Critical thinking.
• Results-driven accountability.
• Knowledge of sales processes.
• Technical and business acumen.
• Continuous improvement and innovation mindset.

Responsibilities

• Promote Customer Focus throughout the organization.
• Effectively communicate the NCS vision, requirements, and priorities to the engineering team.
• Play an active role in the development of training material and programs needed to increase the knowledge and competence of regional employees.
• Train and develop regional technical support in all regions globally.
• Provide high level support for the regions on more complex troubleshooting opportunities.
• Lead and conduct Product Quality Meetings (PQM) to provide feedback to product companies to improve product quality.
• Conduct regular product meetings with Product Company to review outstanding issues with equipment performance and improvements needed in the field.
• Continuously seek and receive feedback about product performance and applications.
• Ensure product knowledge exists on current and new product lines.
• Work with Product Company to ensure life cycle of equipment is understood and technical knowledge within NCS Technical team is accurate and up-to-date.
• Provide technical input into the recommendation and development of Aftermarket products and services.
• Oversee the development and distribution of technical bulletins.
• Contribute to the development of the Nikkiso CE&IG University training topics and content.
• Participate in technical seminars, customer events and trade shows as deemed necessary by the Director of Operational Excellence.
• Monitor and analyze customer feedback and complaints to identify trends and areas for improvement.
• Lead root cause analysis investigations and implement corrective and preventive actions to address any product quality failures.
• Identify and develop preventative measures to reduce incident/problem re-occurrence.
• Implement the NCS Warranty policy across the global organization, to include tracking and reviewing warranty reports from regions, and assisting in resolution for Customers.
• Manage warranty claims process: Oversee the entire warranty claims process, including receiving claims, reviewing supporting documentation, and making decisions on claim approvals or rejections.
• Perform warranty data analysis and reporting: Compile and analyze warranty data to identify patterns and trends, measure key performance indicators (KPIs), and report findings to management.
• Monitor warranty costs and expenses: Maintain a keen focus on warranty costs, ensuring proper budget allocation, and identifying opportunities to reduce warranty expenses without compromising on customer service or quality.
• Maintain warranty records and documentation: Ensure accurate and up-to-date record-keeping of warranty claims, resolutions, and associated documentation.
• Provide technical input to the regional organizations regarding determining warranty validity.
• In conjunction with the product companies, define and convey warranty resolution actions to the global teams for execution.
• Support QMS requirements in areas of responsibility for conformance with international requirements as well as state and federal regulations.
• Perform other responsibilities as assigned.

Benefits

• Salary range - $99,046 - $143,637 annual.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree