Customer Support Engineer - Mechanical & Industrial Products
Job description
Customer Support Engineer - Mechanical & Industrial Products at Fictiv.
About the role
As a Customer Support Engineer at Fictiv, you will play a pivotal role in providing technical assistance to our clients, which include design engineers and procurement teams. Your responsibilities will involve tackling intricate application issues, guiding customers in material selection, tolerance analysis, and product integration. Additionally, you will work closely with the sales team to drive business expansion through direct technical interactions and support.
Key facts
What you'll do
- Provide expert guidance on material choices, tolerances, load calculations, and product selection through various communication methods, ensuring customers receive tailored support.
- Assist clients in integrating MISUMI components into their designs by utilizing CAD models and conducting thorough engineering assessments.
- Oversee complex quoting processes for both custom and competitive projects, collaborating with teams across domestic and international locations.
- Address and resolve quality claims by liaising with customer service and procurement departments to ensure customer satisfaction.
- Deliver technical presentations to engineering teams, establishing yourself as a subject matter expert in the field.
- Educate customers on the full range of MISUMI's product offerings, encouraging their application in various design projects.
- Partner with the field sales team on initiatives focused on account development and growth, enhancing overall business performance.
- Ensure the accuracy and relevance of product databases, catalog content, and website information to maintain high-quality customer resources.
- Support catalog reviews, participate in trade shows, and assist with inventory projects as needed, contributing to the overall success of the team.
Requirements
- A Bachelor's degree in Engineering is essential, with a preference for disciplines such as Mechanical, Electrical, or Industrial Engineering.
- Candidates should possess 0-3 years of relevant engineering or technical experience; recent graduates are highly encouraged to apply.
- A strong understanding of manufacturing processes and mechanical components, along with their practical applications, is required.
- Ability to interpret engineering drawings and perform basic mechanical calculations, including tolerances and load/life assessments.
- Proficiency in 3D CAD software and Microsoft Office applications (Excel, Access, Word, PowerPoint) is necessary for success in this role.
- Familiarity with CRM software is advantageous; skills in VBA/VB are considered a plus.
- Excellent verbal and written communication skills are crucial, with the ability to convey complex technical concepts in a simplified manner.
- A self-motivated and accountable individual who can effectively collaborate across engineering and commercial teams is desired.
Nice to have
- Experience with product design and development processes, particularly in a manufacturing environment.
- Knowledge of industry standards and best practices related to mechanical and industrial products.
- Familiarity with project management tools and methodologies.
- Previous experience in customer-facing roles, particularly in a technical capacity.
- Understanding of supply chain processes and logistics in relation to product delivery.
Skills & tools
- Proficient in 3D CAD software for design and modeling.
- Competent in Microsoft Office Suite, including Excel, Access, Word, and PowerPoint for documentation and presentations.
- Experience with CRM software for managing customer interactions and data.
- Basic mechanical calculation skills for assessing product performance and tolerances.
Practical notes
- Willingness to travel up to 10% for customer visits and participation in trade shows is required.
- The salary for this position ranges from $65,000 to $80,000 annually, depending on the candidate's experience and qualifications.
At Fictiv, we are committed to fostering a diverse and inclusive workplace. We encourage individuals from all backgrounds and experiences to apply, particularly those from underrepresented groups, including women, LGBTQ individuals, people of color, individuals with disabilities, and veterans. We value collaboration, respect, honesty, and personal growth, and we look forward to welcoming new team members who share these values.
About the company
Fictiv Exists to Enable Hardware Innovators to Build Better Products, Faster Fictiv existsâ¨to help product innovators create. Fictiv is a global manufacturing and supply chain company that enables organizations to scale globally across Fictivâs four global manufacturing centers in India, Mexico, China, and the U. S..