Customer Success Engineer
Job Title: Customer Success Engineer
An industry leader in automotive manufacturing and solutions is hiring for a newly created Customer Success Engineer (CSE), in support of the organization's growth and commitment to customer satisfaction.
The CSE is dedicated to ensuring satisfaction across various layers and stakeholder engagements of the customer's organizational structure. This role requires a deep understanding of what constitutes value for each stakeholder, executing these insights to engage the internal team and strategically presenting solutions that will impress customers. The position demands extensive technical knowledge in manufacturing processes, quality, and Sales & Operations Planning (S&OP). Success in this role will be measured by the increase in new business opportunities (RFQ), reduction in quality concerns, and positive customer feedback (scorecards and surveys).
This role is remote across the US (CST / EST Time zone preferred to accommodate for time zone differences) and travel requirements include 20-40% to the company's headquarters and customer locations, both domestically and internationally.
Job Responsibilities:
- Lead internal RFQ meetings, ensuring adherence to standard procedures while identifying and developing new business opportunities.
- Act as the primary liaison for customer communications, recording and filtering interactions to align with the company's strategic direction and providing a high-level customer experience.
- Identify and prioritize customer needs, systematically assigning requests to internal departments and driving technical solutions to enhance the customer experience.
- Oversee root cause analysis and corrective actions, always advocating for the customer's best interests.
- Escalate internally when deadlines are missed or subpar solutions are presented to customers.
- Proactively identify potential risks for customers, drive internal actions to mitigate them, and present effective solutions.
- Represent the company in various customer meetings, including remote sessions, providing outstanding technical support.
- Compile and categorize customer interactions, regularly presenting them to the board of directors along with recommended actions.
- Review and analyze customer forecasts to understand patterns, trends, and market demand, ensuring the business remains competitive.
- Oversee production output, efficiency, and outgoing shipments to ensure product mix meets customer expectations.
- Manage the PPAP process and other projects related to new product launches or initiatives that enhance the customer experience.
- Monitor key quality metrics, including customer scorecards, internal scrap, cost of poor quality, and quality concerns.
- Engage with customers to understand their long-term goals, offering tailored solutions to drive continuous improvement and ensure all requirements are met.
Qualifications:
- BS Degree in Engineering, Business, Operation Management or related
- Master's Degree in Business Administration preferred
- Six Sigma and APICS certifications preferred
- Previous experience as the Customer Liaison, Customer Service, or related position
- Previous experience in Automotive, Metal stamping industry, or Industrial Manufacturing
- Spanish (intermediate) preferred as this will interface with MX internal stakeholders
- Experience with S&OP and Request for Quotation
- Experience with ISO 9001:2015, QMS, and ERP System
- Experience with Root Cause Analysis, SPC, PDCA, PPAP, FMEA
- Experience in measurement techniques and inspection methods
- Excellent communication, interpersonal and written skills
- Very organized, disciplined and focused
If this role piques your interest and aligns with your skill set and expertise, please apply in today!
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