Technical Support Engineer - Compressors

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Reporting to the Sr. Manager, Compressor Sales, the Technical Support Engineer (Compressors) is responsible for providing remote and on-site assistance for the application of Mitsubishi Electric Compressors. This role requires a blend of strong understanding of technical HVAC principles, mechanics/electrical systems and a strong ability to successfully serve the customers’ needs. The individual in this role will work closely with the sales team to provide expert knowledge, aid in the analysis of customer requirements, translate technical knowledge about Mitsubishi Electric Compressors, and foster the development of creating tailored solutions that will drive sales.

The essential functions of the position include, but are not limited to the following:

• Provide technical support and guidance through each phase of the sales process – i.e. lead generation, conversion, deal closing and post-sales process. Participate in customer discovery calls, weekly meetings with factories and research needed for customer inquiries.
• Support Customer’s compressor approval process (laboratory tests, simulations, start-up, etc).
• Provide field support and training by traveling to job sites to assist with product installation and hands-on training.
• Answer technical inquiries, document solutions, and ensure the efficient operation of Compressors through tasks like email consultation, product training, and managing escalations.
• Ensure a positive support experience for internal and external customers by developing strong relationships and building trust through an exemplary professional attitude and an inquisitive approach to understanding customers’ needs.
• Maintain accurate tracking and documentation of customer requests, product issues, or new business proposals using SharePoint system to organize and prioritize needs while ensuring the highest standards of accuracy are met.
• Champion the use of Microsoft Office 365 applications across the business to replace “one-off” solutions and support process improvement.
• Maintain up-to-date knowledge of industry trends, the competitive landscape and current issues affecting compressors.
• Collaborate with global teams and serve as an ambassador for the sales team.

• Collaboration: Work closely with Sales, R&D Engineering, Quality and other departments for the support and development of tailored solutions, troubleshooting product cases, and collaborating on the technical solutions behind developing customer proposals.
• Technical Aptitude: Strong understanding of Compressor technology, Refrigeration and HVAC applications with the ability to provide expert advice on Compressor technical information to various audiences.
• Problem-Solving: Analytical troubleshooting ability to identify, diagnose and efficiently resolve technical issues and customer concerns, providing timely feedback to ensure customer satisfaction.
• Communication
  
  Skills:
  
  Excellent verbal and written communication, with the ability to explain technical information clearly to multiple audiences and the ability to collaborate with a multi-cultural team in different countries.
• Sales Acumen: Ability to isolate product opportunities, competitors’ strengths/weaknesses, build relationships, and support the sales team in winning new business while maintaining excellence in customer service with existing customer relationships. Availability to travel domestically (customer sites and Industry related events) and abroad (Mitsubishi Compressor Plants).
• Product Knowledge: The ability to develop a familiarity with a wide range of compressor types and applications.

• Degree in Mechanical Engineering (preferred), or related.
• Familiar with the following systems or applications:
  Microsoft Suite, including PowerPoint, Excel, SharePoint, One Note, etc.
• Strong Customer Service orientation with a relentless pursuit of excellence.
• Ability to communicate effectively with peers, business users, and management.
• Ability to work with attention to detail in a rapidly changing environment.
• Creativity and ability to…