Customer Services Engineer / Sales Support Engineer

This person takes into consideration all product and service costing and planning aspects when defining a solution e.g. corporate materials from the supply line, local materials from sourcing, costing of engineering, installation and impact on maintenance.

Responsibilities and key activities:

Collaboration with sales:
- Responsible for finding optimal technical solutions to meet the customer’s needs for non-standard and modernization cases
- Ensures clarity on the solution’s scope; participates in customer meetings and answers customers’ technical questions when needed
- Selects the correct product platform on which to make the offering

Solution planning – Costing:
- Responsible for correct solution costings
- Involves Product to understand the costing for corporate and local materials
- Involves System to understand the costing for integrations
- Involves Supply Line, installation, maintenance and project management to understand both the materials and the service cost of the solution

Solution planning – Specs:
- Coordinates specification creation
- Performs initial and revised non-standard energy calculations; traffic analyses
- Accountable for technical site surveys; the technical content of the order

Solution planning – Availability and lead times
- Coordinates solution lead times from Supply Line and local sourcing
Solution planning – Installability
- Ensures that the proposed solution can be installed
- Ensures that the cost and work effort impact of installation is part of the -
solution’s costing, especially in non-standard installation method cases

Solution planning – Maintainability
- Ensures that the proposed solution fulfils the customer’s product lifecycle needs
- Identifies possible deviations from standard maintenance methods and ensures that a resolution is found Solution planning

Compliance
- Ensures that the proposed solution fulfils local codes, regulations and safety requirements
- Ensures alignment with environmental regulations
- Ensures that the planned solution complies with Company policy

Key tasks in the Company Sales process
- Provides content for pre-tender and pre-booking reviews (technical solutions, costs, lead times, risks, verification of technical content in contracts)
- Executes activities for a holistic solution plan
- Leads full chain engineering teams on major projects until handover
- Accountable for layout creation
- Analyses change requirements, and makes proposals for the new solution plan
- Provides necessary details to the Specialist for ordering materials and completing the documentation process
- Proposes change order (variations and addworks) sales opportunities to the Project Manager
- Provides solution-related information to Project Managers, Installation Supervisors and Maintenance Supervisors, etc.
- Shares knowledge with maintenance as needed

General responsibilities
- Participates in product and new services release information-sharing sessions
- Provides technical trainings to Sales, Installation and Maintenance as per Company needs
- Offers input to the product offering management about customization, standardization and interface requirements