Customer Success Engineer, North America

Position Summary

KPM Analytics Customer Success Engineer, North America is part of a highly skilled customer facing team providing technical support to KPM customers in the food & beverage, agricultural, clinical, and industrial markets. This position is critical in providing best of class customer support through installation & training, calibration, maintenance and upgrading our vision equipment. Position provides both in-field and phone support to customers. 

Territory

Global

Duties and Responsibilities

• Integrating with both Sightline and EyePro brands, manage Salesforce cases related to all Vision Inspection Systems products.
• Provide technical direction and support to customers on proper use of Inspection Systems products through multiple communication channels (phone, email, chat, etc.)
• Provide on-site support to clients in need of calibration and system setup.
• Maintain professional interaction with customers while working on critical issues.
• Ensure all technical issues are documented and solutions implemented through following established policies and procedures.
• Manage all customer and case information in Salesforce, maintaining adequate support documentation as required.
• Pre-sales support for Vision Inspection Systems using demo equipment.
• Provide timely and accurate feedback to the manufacturing and engineering groups for collective analysis and trend identification.
• Responsible for continuous learning; broadening skill set on KPM products through cross-training activities, utilizing KPM Academy and in-person resources.
• Liaise with other departmental and managerial personnel; improve customer service quality results by studying, evaluating, and redesigning processes.

 Experience

3+ years of experience in a customer support or technical support role.

Education

BS, Mechanical or Mechatronics Engineering, Computer Science degrees will be considered.

Traits/Skills Required

• Develop and nurture strong relationships with KPM customers.
• Rapid learning and application of new information.
• Approach complex tasks and problems by breaking them down. Systematically compare multiple alternatives. Notices discrepancies and inconsistencies in available information.
• Ability to multitask, under pressure with minimal supervision.
• Comfortable with mechanical and electrical equipment
• Strong troubleshooting and problem-solving skills
• Make decisions and good judgments of special situations.
• Great organizational skills.
• Excellent verbal and written communication skills
• Ability to plan and execute travel/customer schedules.
• Knowledge of principles and processes for providing high-quality customer service.
• Word, Excel, PowerPoint proficiency.
• Fluency in English is necessary; Multilingual is a plus.
• 30% travel expected, primarily within North America
• Valid passport and ability to travel internationally.
• Experience with vision or optical components is a plus.

Work Environment

• Remote support portion of the job will be at the Westborough Headquarters of KPM
• Onsite activities will be in bakeries and other food processing facilities were where personal protective equipment (PPE) will be required.
• ~While performing the duties of this job, the employee is regularly required to stand, sit; talk, hear, and use hands and fingers to operate a computer and analytical instrumentation. 
• ~Specific vision abilities required by this job include vision requirements.
• ~Ability to lift/carry 30 kilos.