Customer Engineering Support Specialist - Mining and Road Products

CES Specialist Mining & Beyond Road

CES Specialist Mining & Beyond Road

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5 KEY PROCESSES ​TO COVER

• GIVE ADVICE:

  Technical support to OE/RT customers and to M&S teams, including technical and product given trainings, promoting and optimizing the benefits of our products and services towards customers, to maximize technical added value and risk​ reduction.

• CLAIM MANAGEMENT:

  Contributing to the resolution of customer dissatisfaction in the spirit of customer centricity and company protection. Addressing all product liability aspects in coordination with the local Technical Correspondent.

• MARKET SURVEILLANCE:

  Monitoring and reporting of our product and service performances: weak signals for potential alerts, comparison with competitor offers, copycats and new market trends.

  Deploying corrective actions and market interventions: product risk management.

• CAPTURE USAGE:

  Capture of usage conditions and linked performances of products and services in the field, to improve the relevance and value of our offers and identify risks.

• FIELD SURVEY:

  Prospecting, organizing, implementing, and carrying out synthesis of various field surveys on the performance of our products and services in comparison with the competition (e.g., specific  qualitative surveys, "Roulages Contrôlés", "Roulages Suivis CES"), to improve the quality of our offers and manage the residual risks on new tirelines, technologies and designs.

KEY EXPECTED ACHIEVEMENTS

•    Definition, steering and realization of field usage / performance studies (end of life tires exam, usage characterization and performance measurement plans, …)

•    Synthesis reports for performance measurement studies (MC tires, field survey) and field usage measurements

•    Quality of customer claims collection (quality of treatment by the sales forces and coherence of collection with the reality, ...)

•    Alert reports sent to Central teams (Risk Analysis)

•    Reports following minor litigation (if delegation and out of AMN)

•    Give advice and technical training for sales force

•    Give advice and technical training for external customers

•    Technical demonstrations during commercial product launch events

•    On-the-job training / tutoring for newcomers C.E.S.

For CES Specialist, behavioral skills
• Adaptability – LEVEL 2 required
• Continuous learning – LEVEL 2 required

• Customer Focus – LEVEL 2 required

• Fostering Communication – LEVEL 2 required

• Initiative – LEVEL 2 required
• Networking – LEVEL 2 required

Please note, the following 2 professional skills are optional for CES 1554 Specialist

• Setting up and managing Field surveys (GST, Roulages Contrôlés) – LEVEL 3 required
• Analysis of product usage and performance data – LEVEL 3 required

Experience Level

Mid Level