Sr Customer Experience Engineer

AAON, Inc.•Tulsa, OK

About The Position

The Senior Customer Experience Engineer serves as a technical expert and trusted advisor, combining advanced engineering knowledge with strategic customer engagement. The role leads high-impact customer experiences, technical training, executive briefings, facility tours, and industry events that demonstrate the organization’s engineering and manufacturing capabilities. It provides technical leadership for complex customer interactions and collaborates across engineering, sales, marketing, operations, product management, and leadership teams to strengthen customer relationships and support business objectives. The role also serves as a subject matter expert on heating, ventilation, and air conditioning systems, product applications, manufacturing processes, and industry trends. The position involves frequent travel to customer locations, manufacturing facilities, trade shows, conferences, and other business events. Work takes place in office, manufacturing, training, customer, and event environments. Manufacturing settings may involve elevated noise levels, moving mechanical equipment, varying temperatures, and other active-production conditions; personal protective equipment may be required in designated environments. The role requires frequent interaction with customers, technical professionals, business partners, and employees across organizational functions.

Requirements

Bachelor’s degree in Engineering or a related discipline, or an equivalent combination of education and experience.
At least 8 years of experience in engineering, product engineering, applications engineering, technical sales, customer experience, or a related technical field, including experience supporting customer-facing technical engagements.
Advanced knowledge of heating, ventilation, and air conditioning systems, controls, applications, system design principles, manufacturing processes, and industry trends.
Ability to communicate complex technical concepts effectively to technical and non-technical audiences.
Strong consultative and relationship-building skills, with the ability to influence customers and internal stakeholders.
Ability to lead complex customer engagements and facilitate executive-level discussions.
Strong presentation, facilitation, and public-speaking skills.
Ability to analyze technical and business requirements and develop customized customer engagement solutions.
Project leadership and cross-functional collaboration skills.
Business acumen and ability to align customer experience initiatives with organizational objectives.
Ability to analyze customer feedback, engagement information, and market trends to identify improvement opportunities.
Excellent written communication, technical documentation, and content-development skills.
Ability to mentor and provide technical guidance to less experienced team members.
Proficiency with presentation technologies, customer engagement tools, and data analysis platforms.
Ability to travel approximately 20–30%, including overnight travel.
Ability to work occasional evenings and weekends to support customer events and business needs.
Frequent standing, walking, climbing, and movement throughout manufacturing facilities, training environments, customer locations, and event venues.
Ability to lift up to 25 lbs. occasionally for event setup, demonstration equipment, and presentation materials.
Use fine and gross motor skills to operate presentation equipment, demonstration tools, and computer systems.
Ability to communicate effectively and deliver technical presentations to individuals and groups in a variety of settings.

Nice To Haves

Experience presenting technical information to customers, engineering firms, contractors, distributors, executive leadership teams, and large groups.

Responsibilities

Lead the development and execution of customer experience strategies for customer visits, executive briefings, facility tours, technical training programs, trade shows, and industry events.
Serve as a technical subject matter expert and trusted advisor to customers and internal stakeholders, providing guidance on complex systems, applications, manufacturing processes, and technical solutions.
Lead advanced technical presentations, product demonstrations, application training, and executive-level customer discussions for technical and non-technical audiences.
Develop customized customer engagement strategies based on business objectives, technical requirements, market opportunities, and strategic account needs.
Provide technical leadership during complex customer engagements, competitive evaluations, and discussions involving product applications, system design, and manufacturing capabilities.
Collaborate across engineering, sales, product management, marketing, operations, and leadership functions to align customer engagement strategies with organizational objectives.
Advise leadership on customer trends, market conditions, competitive intelligence, and opportunities to improve the customer experience.
Mentor and provide technical guidance to team members on customer engagement, presentation delivery, technical content, and related best practices.
Lead the development and review of technical training materials, presentations, customer communications, sales collateral, and other customer engagement resources.
Evaluate customer feedback, engagement data, and business outcomes to identify opportunities for continuous improvement.
Represent the organization at customer locations, industry conferences, trade shows, and strategic events.
Support strategic customer accounts and participate in executive-level customer engagements.
Perform other duties as assigned.