Technical Support Engineer - Compressors

Job Description

Job Description

POSITION SUMMARY:

Reporting to the Sr. Manager, Compressor Sales, The Technical Support Engineer (Compressors) is responsible for providing remote and on-site assistance for the application of Mitsubishi Electric Compressors. This role requires a blend of strong understanding of technical HVAC principles, mechanics/electrical systems and a strong ability to successfully serve the customers’ needs. The individual in this role will work closely with the sales team to provide expert knowledge, aid in the analysis of customer requirements, translate technical knowledge about Mitsubishi Electric Compressors, and foster the development of creating tailored solutions that will drive sales.

Required Skills and Qualifications:

• Collaboration: Work closely with Sales, R&D Engineering, Quality and other departments for the support and development of tailored solutions, troubleshooting product cases, and collaborating on the technical solutions behind developing customer proposals.
• Technical Aptitude: Strong understanding of Compressor technology, Refrigeration and HVAC applications with the ability to provide expert advice on Compressor technical information to various audiences.
• Problem-Solving: Analytical troubleshooting ability to identify, diagnose and efficiently resolve technical issues and customer concerns, providing timely feedback to ensure customer satisfaction.
• Communication Skills: Excellent verbal and written communication, with the ability to explain technical information clearly to multiple audiences and the ability to collaborate with a multi-cultural team in different countries.
• Sales Acumen: Ability to isolate product opportunities, competitors’ strengths/weaknesses, build relationships, and support the sales team in winning new business while maintaining excellence in customer service with existing customer relationships. Availability to travel domestically (customer sites and Industry related events) and abroad (Mitsubishi Compressor Plants).
• Product Knowledge: The ability to develop a familiarity with a wide range of compressor types and applications.

The essential functions of the position include, but are not limited to the following:

• Provide technical support and guidance through each phase of the sales process – i.e. lead generation, conversion, deal closing and post-sales process. Participate in customer discovery calls, weekly meetings with factories and research needed for customer inquiries.
• Support Customer’s compressor approval process (laboratory tests, simulations, start-up, etc).
• Provide field support and training by traveling to job sites to assist with product installation and hands-on training.
• Answer technical inquiries, document solutions, and ensure the efficient operation of Compressors through tasks like email consultation, product training, and managing escalations.
• Ensure a positive support experience for internal and external customers by developing strong relationships and building trust through an exemplary professional attitude and an inquisitive approach to understanding customers’ needs.
• Maintain accurate tracking and documentation of customer requests, product issues, or new business proposals using SharePoint system to organize and prioritize needs while ensuring the highest standards of accuracy are met.
• Champion the use of Microsoft Office 365 applications across the business to replace “one-off” solutions and support process improvement.
• Maintain up-to-date knowledge of industry trends, the competitive landscape and current issues affecting compressors.
• Collaborate with global teams and serve as an ambassador for the sales team.

QUALIFICATIONS:

• Degree in Mechanical Engineering (preferred), or related.
• Familiar with the following systems or applications: Microsoft Suite, including PowerPoint, Excel, SharePoint, OneNote, etc.
• Strong Customer Service orientation with a relentless pursuit of excellence.
• Ability to communicate effectively with peers, business users, and management.
• Ability to work with attention to detail in a rapidly changing environment.
• Creativity and ability to perform diagnostics, identify problems, communicate problem resolution and the ability to learn on the job.
• Ability to work independently and in a team-oriented environment.
• Team-player personality that demonstrates MEUS core values including a desire to win together, deliver excellence, drive sustainability, focus on execution and learn continuously.

The pay range for this position at commencement of employment is expected to be between $72,800 and $100,100/year; however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including commissions based on achieving individual performance and/or sales metrics, incentive compensation and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these additional compensation and benefit plans will be provided if an employee receives an offer of employment.

If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

We are an equal employment opportunity employer. All employment decisions are made without regard to race, color, religion, sex, pregnancy, breastfeeding or related medical condition, national origin, ancestry, citizenship, age, marital status, sexual orientation, gender identity, gender expression, domestic partnership, physical disability, mental disability, medical condition, genetic characteristic or information, military or veteran status or other legally protected status (except when one of these criteria is a legally permissible bona- fide occupational qualification).

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the Company, or (c) consistent with the Company’s legal duty to furnish information.

To view the EEO is The Law Poster and the supplement, please visit www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCP_…

To view the Notice to Job Applicants and Employees regarding San Francisco's Fair Chance Ordinance and the Know Your Rights poster please visit www.sfgov.org/olse/sites/default/files/FCO%20poster2020_0.pdf

Applicants with a disability who need assistance with the application process may contact Human Resources by email at employment@meus.mea.com or by calling 714.229.3813.

ABOUT MITSUBISHI ELECTRIC HVAC US

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. We are an equal employment opportunity employer. All employment decisions are made without regard to race, color, religion, sex, pregnancy, breastfeeding or related medical condition, national origin, ancestry, citizenship, age, marital status, sexual orientation, gender identity, gender expression, domestic partnership, physical disability, mental disability, medical condition, genetic characteristic or information, military or veteran status or other legally protected status (except when one of these criteria is a legally permissible bona fide occupational qualification). The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the Company, or (c) consistent with the Company’s legal duty to furnish information.