Manager III, Customer Engineer (M3)

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.
• Responsible for system installation; planning, reporting and execution, pre-facility meeting, start-up meeting, process support identification.
• 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.

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