Customer Support Engineer

Overview

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

• 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 an integral member of cross‑functional response teams
• Write and submit weekly trip/status reports
• Monitor and negotiate customer Return Parts Per Million (PPM) rates
• Support and coordinate special event or quality‑related activities
• Build and maintain strong customer relationships to improve product quality and grow business
• Interface professionally with customer representatives and internal stakeholders

• 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 verbal and written communication skills
• Ability to interface directly with customers in a professional, solution‑oriented manner
• Ability to work independently in an onsite customer environment
• Strong problem‑solving and analytical skills

• 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