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Customer Services Engineer

General Scope: To be successful as the Customer Services Engineer you should be able to work effectively within the Engineering team while being dedicated to support the Customer Services business unit which encompasses, parts sales, field service and component and assembly rebuild teams. The customer service business unit is a fast-paced environment providing critical support to our customers operating the nation’s heavy freight and passenger rail transportation network.

The Customer Service Engineer's responsibilities include managing bills of materials, working alongside Mechanical, Hydraulic, Pneumatic and Electrical Engineers to collaboratively design kits for existing machines, working with the Field Service Department to rectify initial machine delivery start-up and in-service issues in addition to continued service support throughout the lifecycle of these highly complex specialty rail machines, developing new products, bills of material, upgrade kits and problem resolution, in addition to troubleshooting issues for the Parts Department.

The candidate must possess a high level of technical expertise across multiple disciplines such as mechanical, electrical, pneumatic and hydraulics. An outstanding aftermarket support Engineer should be able to communicate well across multiple departments, (both written and orally) must be a self-starter and able to think outside-the-box, read schematics, drawings and technical documentation. Must operate with a sense of urgency to provide a pro-active resource in a fast paced customer service environment. Must possess a positive attitude and be customer-focused, both internally and externally, and represent the team and the business with utmost professionalism at all times.

Position Summary:

The aftermarket group is growing into new product segments which are heavily engineering-based.

  • Support aftermarket group engineering needs to improve existing processes and develop new processes.
  • Work with Production Planning team to develop accurate and structured bills of materials and routings.
  • Determine problem resolutions and implement improvements.
  • Analyze and plan work processes starting with interpreting customer needs and wants into bill of material development, process management, space requirements, and product flow through manufacturing facility to improve manufacturing efficiency in Rebuild Department and ensure timely delivery to customer.
  • Revise drawings and work with Engineering Team to communicate customer issues with machines in the field.
  • Research and troubleshoot issues for the Parts Department with schematics, drawings, parts and service manuals and existing engineering work orders.
  • Review and calculate labor, material and other production costs to properly price kit and other product upgrade offerings.
  • Maintain research and activity documentation and prepare reports.
  • Support all aftermarket teams. This position will not be designing new machines but will support Parts Sales, Service, and Customer Support Teams in ensuring complete customer satisfaction from start-up of new machines through end-of-life of machines for our railroad customers.

Supervisory Responsibilities:

This job has no supervisory responsibilities but extensive collaboration, communication and teamwork skills required.

KNOWLEDGE, SKILLS AND ABILITIES

(The knowledge, skills and attributes required for satisfactory job performance)

Education:

Degree in manufacturing, industrial, or mechanical engineering required. 2+ years of experience in manufacturing or industrial engineering preferred.

Knowledge:

Candidate must have proficient knowledge in the following areas: Mechanical, electrical, hydraulics, pneumatics, bills of material structure, technical documentation, parts and service manuals, exploded views, works instructions etc.

Skills: Candidate must demonstrate or participate in internal/external training programs to obtain the following skills:

Experience evaluating and troubleshooting manufacturing processes and machinery.

Experience using CAD, CAM, data analysis programs and related software.

Excellent communication skills, both verbal and written.

Strong organization and management skills.

Proficiency in Microsoft Office.

High level of technical expertise.

Strong analytical thinker.






Applicable Technical Competencies: Incumbent must have working knowledge and demonstrated abilities utilizing mechanical knowledge: Specific applications combined with knowledge competencies are as follows: Rating Level: 1-5 (1= minimum 5= Maximum)

Application

Required Level of proficiency

Preferred Level of proficiency

Autodesk Vault Professional 2015

3

5

Inventor Professional 2015

3

5

AutoCAD 2015

4

5

Microsoft Outlook

3

3

Design Review

3

4

Microsoft Excel

3

5

Microsoft Word

3

4

Personal Attributes:

Candidate must maintain strict confidentiality in performing the duties of a aftermarket business unit support engineer and possess the expertise of a manufacturing engineer, product engineer, sales engineer and have a desire to further their career as a customer facing ambassador of the business.

The incumbent must also demonstrate the following personal attributes:

  • Be honest and trustworthy
  • Attention to detail
  • Sense of urgency
  • Customer focused
  • Commercially aware
  • Customer facing
  • Be respectful
  • Possess cultural awareness and sensitivity
  • Be flexible
  • Demonstrate sound work ethics

PERFORMANCE INDICATORS

% of Time

Key Accountability

75%

Duty Statements

  • Work with Customer Support PACS Team to develop bill of materials for customer upgrades and rebuilds
  • Troubleshoot Parts Sales/Customer engineering issues, every machine is different and has a different set of problems to troubleshoot

25%

Duty Statements

  • Communicate Service Dept. issues to Engineering Dept. and work to resolve them as quickly as possible

Total 100%

WORKING CONDITIONS

The unavoidable, externally imposed conditions under which the work must be performed and which create

hardship for the incumbent including the frequency and duration of occurrence of physical demands, environmental conditions, demands on one’s senses and metal demands.

Physical Demands:

(The nature of physical effort leading to physical fatigue)

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to stand, walk, and reach with hands and arms. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and ability to adjust focus.

Environmental Conditions:

(The nature of adverse environmental conditions affecting the incumbent)

While performing the duties of this job, the employee is frequently exposed to moving mechanical parts. The employee is occasionally exposed to high, precarious places and fumes or airborne particles.

Sensory Demands:

(The nature of demands on the incumbent’s senses)

The noise level in the work environment is usually moderate.

Mental Demands:

(Conditions that may lead to mental or emotional fatigue)

There are a number of deadlines associated with this position, which may cause stress. The incumbent must also deal with a wide variety of people on various issues.



Posted
06/11/2021
Type
Full time
Location
Chesapeake, VA 23322, US