Strategic Customer Engineer

The Strategic Support Account Engineer is a key member of the Electronics Solutions Americas Team. Focused on the Top Customers of the company, the SASE is responsible for supporting both pre-sales and post-sales activities on strategic accounts including customer demonstrations, material evaluation, on-site installation, servicing and repair of complex equipment and systems for all products and markets. The SASE is a service leader, working on problems of diverse scope where analysis of data requires evaluation of identifiable factors, specifically with regards to equipment improvement.

Also, acts as the primary contact for on-site escalations and is the primary liaison to the factory. Exercises judgment within generally defined practices and policies in selecting methods and techniques for obtaining solutions.

Essential Job Duties and Responsibilities

• Focused on Top Strategic customers to deliver a best-in-class after-sale service experience
• Responsible for performing on-site installation, servicing and repair of complex equipment and systems
• Checks out and approves operational quality of system equipment
• Instructs customers in the operation and maintenance of the system
• Assigned to specific customer accounts as the primary liaison between the customer and the factory engineering
• Devises new approaches to problems encountered
• Participates in customers’ various equipment improvements teams, ramp teams, equipment down escalation meetings, safety meetings, management reviews, bill of material audits and other focused meetings
• Provide and coordinate support for technical issues, transfer knowledge to customer, primary contact for on-site escalations.
• Support improvement of equipment and applications development at Strategic Account to meet customer process requirements.
• Support equipment installation, service, and repair, modify, and optimize of equipment (hardware and software) to minimize down time and maximize utilization.
• Serves as company liaison coordinating all training materials and manuals are available and meet agreed upon requirements
• Coordinate specific strategic customer application and service requirements and implementations with global Nordson customer team as needed
• Drive application success and technical solutions on existing and new applications
• Coordinate activities and information with Sales as a participant in the Customer Team
• Other duties may be assigned as required

Education and Experience Requirements

• Requires a BS degree or equivalent experience plus 4 – 7 years of experience or equivalent relevant experience.