Customer Support Engineer

Responsibilities:
Work in conjunction with product development teams to ensure high product reliability by analyzing critical design areas, suggesting design improvements, and creating test verification plans. After product launch, track complaint trends, determine root cause of field failures, and implement improvements to address the complaints and failures.

Must be able to analyze complex product designs, determine areas of high risk to the reliability of the product and influence the team to modify the design, even before prototypes have been built and tested. Must also analyze field failures and determine root cause of the failure, create alternative approaches to eliminate the failure, choose the appropriate solution to the problem, and validate the solution to strict performance standards in the field. Participate in the implementation of Instrument Development programs, serving on project teams as a Product Support engineer. Develop service support plans and troubleshooting guides/training materials. Train selected Customer Service/Branch personnel. Work with key suppliers to ensure delivery of components that meet specifications. Analyze complaint trends and determine root cause of field failures in order to initiate activity to reduce complaints and field failures.

Participate in the Corrective and Preventive Action Team to implement changes and verify effectiveness. Inititiate communication with North America Customer Service personnel to ensure accurate customer complaint reports and provide product change notifications/updates.

Requires domestic and possible international travel to train Customer Service personnel on the technical aspects of new products.

Skills:
Must have experience in the fields of mechanical and electrical design, physical measurements, and data analysis. Experience in Reliability engineering and six sigma methodologies a plus. Excellent written and verbal communication/presentation skills. High proficiency in Excel, Minitab, Project, and Lotus Notes.

Education & Typical Experience:
Typical education would be a Bachelor's Degree in Mechanical or Electrical Engineering with 3 - 6 yrs. experience.

Additional Information: