Customer Support Engineering Job Austin area,Texas USA,Manufacturing / Production

A leading manufacturing organization is seeking an experienced Customer Support Engineer (CSE) to serve as the primary liaison between a customer plant and the manufacturing facility. This role is fully onsite at the customer location and plays a critical role in quality support, issue resolution, and customer relationship management. The ideal candidate brings strong technical expertise, excellent communication skills, and a customer‑focused mindset.

Responsibilities

Act as the primary communication link between the customer plant and the manufacturing facility
Re-verify parts within internal computer systems and ensure data accuracy
Perform first-level analysis of non-conformances and suspect product
Verify suspect material and maintain product test equipment
Expedite non-conforming material back to the manufacturing site same day
Enter and maintain accurate records in the Incident Reporting System (IRS)
Conduct and coordinate initial 24‑hour containment activities
Coordinate additional containment actions when required
Provide technical support and system understanding to internal and customer teams
Participate as a key member of cross‑functional response teams
Prepare and submit weekly trip/status reports
Monitor and negotiate customer Return Parts Per Million (PPM) rates
Coordinate special event or quality‑related activities
Build and maintain strong customer relationships to improve product quality and support business growth
Interface professionally with customer representatives and internal stakeholders

Required Qualifications

6–10+ years of related experience in manufacturing, quality, customer engineering, or technical support roles
Strong computer skills, including proficiency with Excel, Word, and email
Experience performing non-conformance analysis and containment activities
Strong organizational skills with high attention to detail
Excellent written and verbal communication skills
Ability to work independently in an onsite customer environment
Strong analytical and problem‑solving abilities

Preferred Qualifications

Experience working directly at customer manufacturing facilities
Background in quality engineering, customer quality, or supplier quality roles
Experience tracking and managing PPM metrics
Familiarity with incident reporting or quality management systems

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