Application Engineer - Service
Location
Eden Prairie, MN | United States
Job description
Company Description
smart people. smart ideas. smart choice.
A thriving environment for learning, innovation and growth.
Why do so many people join MTS Systems Corporation and stay for a career? Because this is a place where you get to apply your creativity, work with smart people on fascinating projects, and make a positive impact on people’s lives. It is a place where you can learn, innovate and grow professionally.
Transforming what’s possible with cars, aircraft, bridges, wind turbines and space-age materials — this is work we dream about as kids. At MTS, it’s a rewarding career path for talented individuals who are willing to work hard, think hard, and commit to solving complex and critical challenges for our customers around the world, many of whom are leaders in their respective industries.
By joining MTS, you’ll have access to the latest tools and technologies, along with the support of colleagues who are passionate about their work. You’ll discover a dynamic culture of continuous improvement that extends to our people, one that offers numerous ways to expand your knowledge and advance your career. And because we are a global company, your work may also include world travel.
Primary Objective:
Drive outstanding customer satisfaction within assigned customer base / technical discipline(s). Maximize MTS value by providing technical support and engineering guidance for assigned products. Serve as the technical expert/resource on customer applications within assigned area(s) enhancing MTS’ technical credibility. Understands and applies MTS technology and business practices to provide quality customer support. Assists customers in obtaining maximum value through application and product performance support. Is a technical resource to customers and field service functions.
- Leads multi-tiered technical support to MTS customers as needed in their assigned technical discipline(s) and escalate any customer issues not resolved in a timely or satisfactory manner to management.
- Gather, coordinate, and resolve complex technical inquiries that are generated by customers by phone, email, or ticket system. Use analytical skills to interpret technical data and information and make conclusions based on observations. Provide ongoing technical support and case management daily through phone, email, and other forms of communication to customers.
- Determine and provide appropriate level of support based on business metrics. Prioritize those who are entitled that require additional support.
- Follows up with customers and cross-functional team members to ensure that members are on point with customer support needs.
- Resolves system problems that are not readily solvable by customers. Utilizes a great deal of ingenuity and experience in recognizing and resolving system failures.
- Establishes and maintains effective relationships with customers, gaining their trust and respect. Provides applications input to customers. Focus is on helping the customer achieve desired test results and value associated with MTS equipment.
- Engineering technical resource to MTS employees including Field Service Engineers, System Integration Engineers, and other customer facing personnel. Is a technical resource for solving system control, performance, or software problems. Mentors junior personnel, imparting technical learning to those individuals. Provides guidance, training, and work direction as necessary for less experienced personnel focusing on both Technical and soft skills.
- Partner with product engineering working as an interface between MTS engineering teams and our customers.
- Contribute to product engineering by attending assigned Integrated Product Team (IPT) providing product feedback, enhancement recommendations, and voice of customer.
- Participate in assigned product development team to gain engineering insight into new product to support customers and MTS employees.
- Understands and maintains thorough knowledge of assigned company products. Is considered an MTS expert on at least one group of core MTS products.
- Demonstrates enhanced engineering and technical proficiency. Can troubleshoot at the sub-system level and provides a systems level of thinking. Shows an aptitude for learning new technical areas, quickly. Will use problem solving methods to solve difficult technical problems.
- Identify common issues and create reference material for users by creating knowledge articles for common issues. Maintain and update technical documents and procedures.
- Manage ticketed query system and ensure assigned queue is kept up to date. Log information about the correspondence into the company’s system to keep a record of actions.
- Provide Service Sales Application Engineering Support.
- Gathers information to thoroughly understand the customer’s technical requirements, specifications, and needs. Establishes technical credibility with the prospective customer.
- Defines customer’s technical problems.
- Evaluates technical content and provides recommendations regarding cost and risk of pursuit.
- Develops custom quotations and proposals to meet customer needs.
- Understands customer’s use of legacy equipment in their unique environment and partners with the customer / cross functional team to develop proposals and quotations that achieve the customers and MTS’s business goals.
- Understands past MTS practices and uses that knowledge to develop sustainability proposals that enable the customer to prolong the life of obsolete / discontinued equipment where appropriate.
- Provides the required business acumen to determine funding options.
- Can understand, troubleshoot, and modify custom test methods.
- Other duties or goals as assigned.
Qualifications
BS Engineering or other technical/science discipline, or equivalent experience.
Minimum 2 years relevant experience in a related technical field.
Strong communication skills, both verbal and written.
General Qualifications
- Complex Problem Solving Ability.
- Ability to work with a high degree of personal discipline.
- Willingness to travel 10 percent of the time depending upon the region.
- Technical aptitude and decision-making.
- Selling and business acumen / Project management ability.
- Solid organizational, administrative, time management and multi-tasking skills.
- Ability to listen and empathize with customers and to solve difficult customer issues with a high degree of professionalism and composure.
- Ability to communicate complex technical situations to a non-technical audience; ability to foster credibility with a technical audience.
- Ability to work under the constraints of strict deadlines and short turnaround times.
- Proficient in Microsoft Office and Excel
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand; walk; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
Additional Information
All your information will be kept confidential according to EEO guidelines.
ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.
As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.
All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.
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