Application Engineer

The Application Engineer is a vital link between our company and its clients, offering essential technical sales support and application expertise on a daily basis. This dynamic role involves a detailed assessment of customer applications and engineering specifications to create tailored technical quotations and proposals. The Application Engineer will play a crucial role in enhancing our sales team's capabilities by providing them with comprehensive training, answering technical support inquiries, and directly responding to customer calls. Additionally, this position is responsible for managing web chat interactions, ensuring prompt and accurate support across all customer touchpoints. Through a combination of technical acumen and customer service excellence, the Application Engineer will contribute significantly to our sales process, ensuring our solutions meet the precise needs of each client. What you’ll be doing · Specification and Application Review: Evaluate sales and trial specifications/applications, prepare bid proposals and quotations for custom products, and provide pre-sales application engineering guidance for optimal WMFTS product selection. · Technical Support: Offer in-field technical support, guiding on installation improvements and troubleshooting issues. This includes evaluating failed components, reviewing specifications/drawings, liaising with factories on complex problems, handling customer complaints, making field visits, and more. · Training: Conduct product training for customers and sales engineers, covering both theoretical knowledge and hands-on experience in our wet training center, including full setup and execution of customer demos. · Cross-Functional Collaboration: Work alongside sales, engineering, customer service, purchasing, production, shipping, and accounting teams to ensure smooth customer order management. · Documentation and Order Processing: Generate Bill of Materials and necessary documentation for production processing and order raising, collaborating with vendors on product specifications, maintaining Product Specification Records, and creating custom drawings or instructions. · Project Documentation: Prepare and manage submittal and other project-related documentation for customer review and approval before equipment release. · Lead Handling: Gather comprehensive customer and application data for sales inquiries to support efficient follow-up by sales representatives. · Customer and Team Interaction: Engage frequently with customers, the sales team, and factory personnel through phone and written communication, and conduct occasional field visits for presentations, application assessments, value proposition education, or troubleshooting. · Field Service: Provide on-site support for installed equipment, including start-up assistance, training, testing, and troubleshooting. · Record Keeping: Maintain accurate project, engineering, and technical records, ensuring documentation aligns with ISO procedures. · Continuous Improvement: Leverage experience to contribute to departmental continuous improvement projects. · CRM Maintenance: Keep detailed customer records in CRM, including logging interactions and opening cases as necessary. · Additional Responsibilities: Take on other tasks as assigned by the Engineering Services Manager. Who you’ll be working with · Sales Team: Collaborate closely with sales representatives and managers to support sales efforts, provide technical expertise, and assist in the preparation of bid proposals and quotations. · Engineering Department: Work alongside engineers to review customer specifications, develop custom solutions, and ensure technical feasibility and compliance with industry standards. · Customer Service Representatives: Partner with customer service to address technical queries, ensure customer satisfaction, and support post-sales activities. · Production and Purchasing Teams: Coordinate with production for manufacturing custom solutions and with purchasing on vendor specifications and procurement for project components. · Factory Personnel: Communicate regularly with factory staff regarding product specifications, troubleshooting, and customer feedback to improve product offerings and resolve issues. · Customers: Engage directly with customers for training, product demonstrations, field support, and troubleshooting, ensuring a positive experience and understanding of product value. · Quality and Compliance Teams: Ensure all activities and documentation comply with ISO procedures and other relevant quality and regulatory standards. · Engineering Services Manager: Report to and receive direction from the Engineering Services Manager, contributing to team goals and departmental projects. This is what you’ll need to be successful in this role · Experience and Education: We prioritize practical experience in related product and market areas, valuing 3+ years of direct involvement. We welcome candidates with diverse educational backgrounds who bring equivalent professional experience in similar roles. · Teamwork and Organization: Must be team-oriented, well-organized, and detail-focused, capable of managing multiple priorities in a fast-paced environment. · Technical Expertise: Hands-on experience with troubleshooting peristaltic pump equipment and control systems is advantageous. A strong ability to independently resolve issues and execute timely decisions is required. · Communication Skills: Exceptional oral and written communication abilities are essential for effective interactions with both internal teams and external partners. · Tech Proficiency: Proficiency in Windows, Microsoft Office (Word, Excel, Outlook, PowerPoint), Teams, and Skype for Business. Experience with ERP software, especially Microsoft Dynamics AX, is beneficial. · Learning Agility: A quick learner with the capacity to achieve proficiency in new software applications as needed. · Adaptability: Flexible and adaptable, ready to meet the challenges of a dynamic work environment. · Physical Requirements: This role may require occasional travel, field visits, and on-site customer support, necessitating the ability to transport equipment and stand or walk for extended periods. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions. · Note: This job description is not exhaustive. Responsibilities may evolve to align with organizational needs.