What are the responsibilities and job description for the Customer Support Engineering position at HireTalent - Staffing & Recruiting Firm?
A leading manufacturing organization is seeking an experienced Customer Support Engineer (CSE) to serve as the primary liaison between a customer plant and the manufacturing facility. This role is fully onsite at the customer location and plays a critical role in quality support, issue resolution, and customer relationship management. The ideal candidate brings strong technical expertise, excellent communication skills, and a customer‐focused mindset.
Responsibilities
- 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 a key member of cross‐functional response teams
- Prepare and submit weekly trip/status reports
- Monitor and negotiate customer Return Parts Per Million (PPM) rates
- Coordinate special event or quality‐related activities
- Build and maintain strong customer relationships to improve product quality and support business growth
- Interface professionally with customer representatives and internal stakeholders
Required Qualifications
- Bachelor’s degree in Engineering
- 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 written and verbal communication skills
- Ability to work independently in an onsite customer environment
- Strong analytical and problem‐solving abilities
Preferred Qualifications
- 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