Application Engineer - Service Support

Company Description

 At MTS Systems, a thriving environment where innovation and growth are the norm. 

• Apply your creativity to fascinating projects alongside brilliant minds.
• Learn, innovate, and grow professionally.
• From cars to wind turbines, we’re transforming what’s possible.

At MTS Systems we’re not just a company; we’re a community of passionate problem-solvers.

We are helping to make the world a better, safer and more sustainable place to live. 

Job Description

Primary Objective: 

Drive outstanding customer satisfaction within assigned customer base / technical discipline(s). Maximize MTS value by providing technical support and engineering guidance for assigned products.  Serve as the technical expert/resource on customer applications within assigned area(s) enhancing MTS’ technical credibility. Understands and applies MTS technology and business practices to provide quality customer support. Assists customers in obtaining maximum value through application and product performance support. Is a technical resource to customers and field service functions.

1. Leads multi-tiered technical support to MTS customers as needed in their assigned technical discipline(s) and escalate any customer issues not resolved in a timely or satisfactory manner to management.
   • Gather, coordinate, and resolve complex technical inquiries that are generated by customers by phone, email, or ticket system. Use analytical skills to interpret technical data and information and make conclusions based on observations. Provide ongoing technical support and case management daily through phone, email, and other forms of communication to customers.
   • Determine and provide appropriate level of support based on business metrics. Prioritize those who are entitled that require additional support.
   • Follows up with customers and cross-functional team members to ensure that members are on point with customer support needs.
   • Resolves system problems that are not readily solvable by customers.  Utilizes a great deal of ingenuity and experience in recognizing and resolving system failures. 
   • Establishes and maintains effective relationships with customers, gaining their trust and respect. Provides applications input to customers.  Focus is on helping the customer achieve desired test results and value associated with MTS equipment.
2. Engineering technical resource to MTS employees including Field Service Engineers, System Integration Engineers, and other customer facing personnel. Is a technical resource for solving system control, performance, or software problems. Mentors junior personnel, imparting technical learning to those individuals. Provides guidance, training, and work direction as necessary for less experienced personnel focusing on both Technical and soft skills.
3. Partner with product engineering working as an interface between MTS engineering teams and our customers.
   • Contribute to product engineering by attending assigned Integrated Product Team (IPT) providing product feedback, enhancement recommendations, and voice of customer.
   • Participate in assigned product development team to gain engineering insight into new product to support customers and MTS employees.
4. Understands and maintains thorough knowledge of assigned company products. Is considered an MTS expert on at least one group of core MTS products.
5. Demonstrates enhanced engineering and technical proficiency.  Can troubleshoot at the sub-system level and provides a systems level of thinking.  Shows an aptitude for learning new technical areas, quickly. Will use problem solving methods to solve difficult technical problems. 
6. Identify common issues and create reference material for users by creating knowledge articles for common issues. Maintain and update technical documents and procedures.
7. Manage ticketed query system and ensure assigned queue is kept up to date. Log information about the correspondence into the company’s system to keep a record of actions.
8. Provide Service Sales Application Engineering Support.
   • Gathers information to thoroughly understand the customer’s technical requirements, specifications, and needs. Establishes technical credibility with the prospective customer.
   • Defines customer’s technical problems.
   • Evaluates technical content and provides recommendations regarding cost and risk of pursuit.
   • Develops custom quotations and proposals to meet customer needs.
   • Understands customer’s use of legacy equipment in their unique environment and partners with the customer / cross functional team to develop proposals and quotations that achieve the customers and MTS’s business goals.
   • Understands past MTS practices and uses that knowledge to develop sustainability proposals that enable the cust