Customer Support Engineer

General Profile: 

Requires in-depth knowledge and experience. Uses best practices and knowledge of internal or external business issues to improve products or services. Solves complex problems; takes a new perspective using existing solutions. Works independently, receives minimal guidance. Acts as a resource for colleagues with less experience.

Key Responsibilities

• Work in cross functional groups to translate customer sales orders into device delivery commitment within manufacturing business guidelines
• Work with Product Line Managers or Product Managers and Engineering to process Non-standard requests (NSRs) from customers
• Primary interface with Operations Managers.  Coordinate communications of order shipment status & configuration changes between operations and account teams 
• Communicate status and maintenance of commitments to customers, including source inspections
• Manage the order fulfillment process from forecast, manufacturing slot request, booking closure and shipment.
• Initiate customer requested inside lead-time change requests for approvals
• Prepare clean booking checklist (CBC) to ensure all booking requirements (e.g., purchase orders, spec demonstration approvals (SDA), clarification letters, etc.) are complete
• Manage customer RMA communications process
• Escalate to management as needed to resolve booking or revenue issues

Functional Knowledge

• Demonstrates conceptual and practical expertise in own discipline and basic knowledge of related disciplines

Business Expertise

• Has knowledge of best practices and how own area integrates with others; is aware of the competition and the factors that differentiate them in the market

Leadership

• Acts as a resource for colleagues with less experience; may lead small projects with manageable risks and resource requirements

Problem Solving

• Solves complex problems; takes a new perspective on existing solutions; exercises judgment based on the analysis of multiple sources of information

Impact

• Impacts a range of customer, operational, project or service activities within own team and other related teams; works within broad guidelines and policies

Interpersonal Skills

• Explains difficult or sensitive information; works to build consensus