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Customer Support Engineer

Location: 

Other, J, FR

Division:  EMEA&SA (EMEA&SA)
Req ID:  48048

Customer Support Engineer

Missions:

 

  • Represent Nexteer at customer assembly plants, at customer field quality meetings and at customer dealer sites.
  • Actively contribute to the achievements of Nexteer Plants Quality objectives (PPB, PMPS, Warranty Target, Major Disruption, timely answers to Customer)

      Key responsibilities and authorities:

 

 

  • Represent Nexteer inside Customer assembly plant / dealership.
  • Support daily activities at Plant level, protecting Nexteer interests
  • Actively contribute to the achievements of Quality objectives (PPM, WFCC, timely answers to Customer)
  • Strong presence at Customer  Plants and maintain regular contacts with all Customer plant functions
    • Quality, Engineering, Logistics
  • Be the main contact for all first level analysis in the plant / dealership
    • Full technical capability to perform in vehicle diagnosis
    • Full technical capability to discriminate between vehicle and Nexteer issues
  • Attend meetings called by Customer plants
  • Escalate issues to Customer Quality Manager promptly when needed
  • Facilitate and support implementation of product changes to ensure

flawless introduction in Customer plant

  • Support Customer plants for containment operation (sorting, quarantine,..)
  • Dealership support activity (Tutorship “Flying Doctor” or equivalent)
    • Intervene at Customer Dealers for in-vehicle first level diagnosis on particularly severe cases reported to Tutorship Call Center from the field.
  • Issue weekly and monthly reports to Nexteer organization
    • Quality issues, formal and informal
      • fill in Nexteer plant 0km / warranty database (TB, EQMS)
    • Customer’s perception about Nexteer performance
    • Potential/rising issues
    • Competitors performance
  • Responsibility to stop the production and / or deliveries in case any product- or process related deviation or any safety relevant characteristic is being recognized, as a not conformance to the related customer specifications
  • Monthly divisional quality KPI presentation consolidation

 

 

     Qualifications required:

     

I Education:

 

  • Engineering degree or Technical High School degree + several years of experience in a Technical environment (mechanical & Electrical)
  •  

II Experience:

 

  • Being well organized and ability to clearly communicate and work in a multi cultural environment
  • Ability to travel weekly to visit Customer plants and dealers assigned

 

 

III Skills/Training:

  • Good practice of English
  • Excellent problem-solving skills (3L5W, 8D…)

 

 

 

 

Corporate competencies:

  • Empowered to Act
  • Constructive Communication
  • Personal Growth
  • Passion for Perfect Quality
  • Clear and Timely Decisions
  • Integrity & Accountability
  • Customer Focus
  • Relentless Innovation
  • Collaborative Relationships