Manager III, Customer Engineer

Key Responsibilities

• Develops and maintains customer relationship with all relevant individuals in his/her district at all times, at all levels.
• Performs regular customer visits.
• Manages, coaches and directs all customer engineers in his/her district.
• Responsible for salary planning, career planning, corrective actions where necessary, establishes objectives and performance appraisals.
• Gives formal updates to all employees. Business, new hires, new products.
• Initiates reports necessary for the business.
• Be the prime interface with the Product Divisions: tech support, training, spares, reliability.
• Makes sure the CSD Award Program is monitored with quarterly results (election, announcements).
• Makes sure the “mentor” program is monitored so that all new engineers have a defined mentor.
• Executes escalation procedure.
• Responsible for account planning with District Sales Engineer.
• Provides support plan for system sales to CSD Management, Sales, Field Engineering.
• Responsible for financial forecast for his/her district.
• Responsible for cost efficiency with the district. Measured by the financial result.
• Manages RMA procedure.
• Measures the engineers on their effectiveness.
• Manages accuracy, understanding and update of Customer Engineer hours tracking.
• Personal cross check and signature, measures customer engineers, takes corrective action with customer engineers.
• Works on issues where analysis of situation or data requires review of relevant factors.
• Business Expertise: Receives assignments in the form of objectives with goals and the process by which to meet goals. Recommends changes to unit or sub-unit policies.
• Management reviews work to measure meeting of objectives.
• Provides direction to employees according to established policies and management guidance.
• Administers company policies that directly affect subordinate employees.
• Exercises judgment within defined procedures and policies to determine appropriate action.
• Interacts normally requires the ability to gain cooperation of others, conducting presentations of technical information concerning specific projects or schedules.

Functional Knowledge

Works on issues where analysis of situation or data requires review of relevant factors

Business Expertise

Receives assignments in the form of objectives with goals and the process by which to meet goals. Recommends changes to unit or sub-unit policies.

Leadership

Provides direction to employees according to established policies and management guidance. Administers company policies that directly affect subordinate employees.

Problem Solving

Exercises judgment within defined procedures and policies to determine appropriate action.

Interpersonal Skills

Interaction normally requires the ability to gain cooperation of others, conducting presentations of technical information concerning specific projects or schedules.

Additional Information

• Time Type: Full time
• Employee Type: Assignee / Regular
• Travel: Yes, 10% of the Time
• Relocation Eligible: Yes