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NCW · 1 month ago

Electrical Engineering Technologist

Indianapolis, IN

Full-time

Onsite

Entry, Mid Level

$60K/yr - $70K/yr

NCW is seeking an Applications Engineer to bridge the gap between product management and customer satisfaction. This role involves providing technical support, understanding application requirements, and ensuring successful implementation of the company's products.

Human ResourcesRecruitingStaffing Agency

Comp. & Benefits

Responsibilities

Provide technical support to both external customers and internal teams, addressing inquiries, troubleshooting issues, and resolving technical challenges related to the company's products and applications

Collaborate with customers and internal stakeholders to understand their specific requirements and offer tailored solutions to meet their needs

Maintain strong customer relationships, including internal customers, by ensuring timely and effective communication. Keep internal teams informed as developments occur rather than later stages to enhance collaboration and problem-solving efficiency

Develop and maintain an in-depth understanding of the company's products, including their features, capabilities, and applications

Stay updated on product updates, enhancements, and new releases to provide accurate and relevant information to customers

Conduct testing and validation of the company's products in various real-world applications to ensure their performance and reliability

Analyze test results and provide feedback to the product development team for continuous improvement

Receive and review customer requests for product returns, verifying eligibility and compliance with company policies

Coordinate the RMA process, including issuing RMA numbers, preparing return labels, and tracking returned products promptly

Work closely with customers and internal teams to resolve issues and address return-related inquiries promptly

Inspect returned products to determine their condition and compliance with return policies

Collaborate with product managers to assess product defects and ensure that returned items meet quality standards

Communicate findings to relevant departments for further action, such as product improvements or customer notifications

Generate reports on return trends, reasons for returns, and product defects to provide insights for product improvement and customer satisfaction enhancement

Maintain detailed documentation of the RMA process, including records of returned products and communications with customers and suppliers

Utilize MS tools such as Teams to communicate the RMA Process status and store documentation

Create and maintain technical documentation, including application notes, user guides, white papers and troubleshooting guides, to assist customers in using the products effectively

Prepare reports and documentation for internal use to share insights and findings from customer interactions

Collaborate closely with cross-functional teams, including sales, marketing, and product development, to align customer requirements with product development efforts

Act as a technical liaison between customers and internal teams, ensuring clear communication and coordination

Conduct training sessions, webinars, boot camps and workshops for customers to educate them on using the company's products and their applications properly

Provide training to internal teams to enhance their technical understanding of customer needs

Gather feedback from customers regarding product performance, usability, and features

Use customer feedback to contribute to product improvement and development roadmaps

Analyze complex technical problems and develop innovative solutions to address them

Troubleshoot technical issues and work towards their resolution in a timely manner

Ensure that products comply with industry standards, regulations, and quality standards

Assist in quality assurance processes and provide input for product certification

Stay current with industry trends, emerging technologies, and best practices to maintain technical expertise

Qualification

Technical diploma in electricalTechnical skills2D3D AutoCADAnalytical skillsCommunication skillsInterpersonal skillsProblem-solving abilityAttention to detailCustomer-focused mindsetTeamwork ability