Sales and Service Engineer

Job Introduction

Ensure customer claims are resolved to guarantee customer satisfaction. To effectively manage and develop HydraForce business relationships with all customers across US locations.

Role Responsibility

• Ensure the RMA response targets are achieved (content and timing)
• Develop and maintain effective relationships with Manufacturing & Production Engineers, Supply Management personnel, Quality, Accounting departments
• Carry out regular communication and calls with customers to develop and maintain effective relationships
• Carry out regular visits to customer production facilities for discussions with Manufacturing & Production engineers; provide prompt and effective resolution to recurring production issues.
• Actively support Problem Solving activities : assure the achievement of the different steps and providing suggestions to improve quality level
• Define priority of claims to be handled to satisfy customers in the best possible way
• Support PMI activities for Service (Warranty) harmonization
• To support Quality Engineers and act as facilitator for customer quality issues at both at customer and HydraForce by : Understanding and communicating quality requirements in accordance with the customer supplier quality manual Assist with returns and RGA reports to customer for line rejects, ensuring root cause analysis has been completed, using appropriate OEM problem solving techniques and / or HydraForce 8D process, to eliminate reoccurrences.

Using customer portals when requested. Work with internal departments to develop accurate, timely resolution and closure of quality issues identified by the customer.

Provide timely identification of claim trends and prioritise efforts into reducing claim costs Participate in creating design solutions to address warranty issues Works with both the Customers and HydraForce Sales departments in coordinating and supporting warranty agreements

The Ideal Candidate

Qualifications & experience

• Mechanical engineering or similar discipline
• Comprehensive understanding of lean manufacturing and quality tools
• Experience in a similar position
• Computer literate, with sound knowledge of Microsoft packages, experienced in use of MRP and Quality Control systems
• Manage, co-ordinate and oversee effective implementation of the departmental quality, environmental, health & safety needs to ensure compliance to the documented management systems

Skills

• Customer focused, able to build quality related relationships at senior levels
• Excellent communication skills with the ability to express ideas, share technical information and communicate at all levels, both verbally and in writing
• A high degree of self-motivation, commitment and the ability to work unsupervised
• Ability to tackle problems creatively and achieve desired outcome in an efficient and cost effective manner
• Excellent organisational skills, with the ability to prioritise a number of activities, be able to define problems, collect data, establish facts, and draw valid conclusions
• Able to apply sound judgment and decision-making skills in dealing with a variety of routine and non-routine issues

Other

• A valid driving licence required
• Available for US and overseas travel to customer sites or other company plants as required

Quality, Environmental Health and Safety

• Read and understand Quality , Environmental , Health & Safety policy and discuss with their immediate superior any specific points which require clarification
• Take reasonable care for their own safety and those around them who may be affected by their acts or omissions
• Co-operate with the company in achieving and maintaining Quality , Environmental Health and Safety standards where relevant and as directed
• Report to their manager any actual or potential risks, accidents or dangerous occurrences that they identify in the work place

System security requirements :

• To ensure the confidentiality and integrity of HydraForce information is maintained and is not compromised
• To observe and adhere to IT policies and procedures in effect at any given time
• To report any security incident or perceived irregularity to their Line Manager and the IT Department

The duties and responsibilities listed in this job description represent the major responsibilities of the position. Other duties and responsibilities may be assigned, as required.

Package Description

Our employees enjoy a full complement of benefits including Blue Cross and Blue Shield Health insurance, Dental, Vision, Company Paid and Voluntary Life Insurance, Disability coverage, pet insurance and (k) with a generous match.

Paid Time Off (PTO), 11 Paid Holidays and more!. We offer best manufacturing practices training, Six Sigma classes led by our own Black Belts, supervisory and management development courses .

Our employees are encouraged to further their education with our Tuition Assistance Programs,

Salary offered will depend on the candidate's job-related skills, experience, and knowledge.