Customer Support Engineer

About the role

Work in cross-functional groups to translate customer sales orders into device delivery commitments within manufacturing business guidelines. Acts as a resource for colleagues with less experience, solving complex problems and taking new perspectives using existing solutions. Works independently with minimal guidance.

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
• Act as primary interface with Operations Managers and coordinate communications of order shipment status and 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 approval
• Prepare clean booking checklist (CBC) to ensure all booking requirements are complete
• Manage customer RMA communications process
• Escalate to management as needed to resolve booking or revenue issues

About you

• Requires in-depth knowledge and experience
• Demonstrates conceptual and practical expertise in own discipline and basic knowledge of related disciplines
• Has knowledge of best practices and how own area integrates with others
• Solves complex problems and takes new perspective on existing solutions
• Exercises judgment based on analysis of multiple sources of information
• Explains difficult or sensitive information and works to build consensus