Customer Care Engineer

Job Description

Work Schedule Standard (Mon-Fri) Environmental Conditions Fluctuating Temps hot/cold, Laboratory Setting, Office, Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.), Warehouse, Working at heights Job Summary: As a Lead Customer Care Engineer specializing in Enterprise Project Management (EPM), you will provide exceptional technical support and customer service to our clients using EPM solutions. Your role involves leading a team of customer care engineers, resolving sophisticated technical issues, and ensuring customer satisfaction through effective communication and problem-solving skills. Additionally, you will be required to visit each customer for on-site service and support. Key Responsibilities: Lead and manage a team of customer care engineers, providing guidance, training, and performance evaluations. Serve as the primary point of contact for sophisticated customer issues related to EPM solutions. Analyze and fix sophisticated technical problems, providing timely and effective resolutions. Collaborate with multi-functional teams, including development, product management, and sales, to ensure customer issues are resolved efficiently. Develop and maintain strong relationships with customers, understanding their business needs and ensuring their satisfaction with our EPM solutions. Conduct regular on-site visits to each customer to provide personalized service, support, and technical assistance. Create and maintain documentation, including knowledge base articles, technical guides, and training materials. Stay up-to-date with the latest EPM technologies and standard methodologies, ensuring the team is knowledgeable and skilled. Participate in the development and improvement of customer care processes and systems. Qualifications: Bachelor’s degree in Electronics and Communication, Electrical and Electronics, and Instrumentation Engineering, or a related field 5+ years of experience in a customer care or technical support role, preferably in EPM or related software solutions. Strong experience managing and mentoring a team. Excellent problem-solving and analytical skills. Proficient in EPM tools and technologies such as Microsoft Project, Oracle Primavera, or similar. Good interpersonal skills, both verbal and written. Ability to manage multiple priorities. Strong customer service orientation and commitment to customer satisfaction. Travel frequently to customer sites for service and support. Must be willing to travel frequently to customer locations. Attend CEMS, AAQMS, SOLA 2, Density systems, etc. Environment and plant process equipment.