Support Engineer (Vibro-Acoustics)

Location

Farmington Hills, MI | United States

Job description

Be part of a global team working on exciting projects in virtual prototyping solutions. ESI North America offers competitive salaries and benefits, modern well-equipped offices, and hybrid work flexibility. Apply today and join an innovative technical company with great employees!

Please let us know if you have questions regarding the application process or require assistance or an accommodation. EOE Male/Female/Disability/Veteran

JOB PROFILE

The ideal candidate will have a B.S. or M.S. in Mechanical Engineering or related field with at least 1 to 5 years of high-level technical customer support experience in Vibro-Acoustics.

REQUIREMENTS

• B.S. or M.S. in Mechanical Engineering or related field
• 1 to 5 years of experience in Statistical Energy Analysis, Acoustic Boundary Element methods, Finite Element Methods, Modeling of Acoustic Materials, and noise and vibration testing.
• High level of technical customer support experience.
• Proven experience of route cause investigation.
• Experience with virtual product validation.
• CAE / CAD experience and understanding of the product development cycle is preferable.
• High-level oral and written communication skills.
• Able to work effectively both within and across teams.
• Takes initiative, team player, adaptive.

MISSION & RESPONSIBILITIES

The Support Engineer is a new role that has evolved through ESI Group's transformation. You will be part of the Adoption Team within our Customer Success organization.

Your focus will be to ensure that our customers receive excellent first-line product support by being curious about both what the customer is trying to achieve and understanding the customer's problem. You will be a link between the customer and our technical teams, which include product development and professional services.

You will help ESI to ensure that we support current customer Master Agreements and take advantage of our internal processes - all the while being the voice for our customers. Your duties and responsibilities will include but not be limited to the following:

1. Provide our customers with a great adoption experience.
2. Ensure customer support incidents have quick response turnaround.
3. Document incident reports, software defects, and enhancement requests.
4. Perform analytical steps during the troubleshooting phase with the customer.
5. Where covered by the support contract troubleshoot, research, and develop solutions with or for the customer to allow them to continue.
6. Work closely with the Product Manager and present ideas for product improvement.
7. Use customer data to highlight where training would help reduce customer support calls.
8. Deliver training from the ESI training catalog to help maximize software usage and reduce support calls.
9. Use a customer closed-loop communication approach to ensure customers are informed about support call status.
10. Gather quarterly customer data regarding support call data.
11. Help identify the customer outcome as well as the support incident.
12. Promote the ESI Service Catalog by recommending improvements to existing processes/tools for support and ideas to help our customers succeed.

ABOUT THE COMPANY

ESI Group is a pioneer in virtual prototyping solutions since 1973 and a key player from the industrial to digital transformation. We are present in more than 20 countries and employ over 900 high-level specialists globally. Our customers include industry leaders from the Automotive, Heavy Machinery, Aerospace and Energy Sectors. Learn more at

Job tags

Salary