Customer Support Engineer

Power Solutions International (PSI) is a leading manufacturer of emissions-certified powertrains specializing in customized and fully integrated turnkey solutions for the leading global equipment manufacturers in the industrial, transportation, and energy markets manufacturers. Our facilities are housed in one million square feet of engineering, assembly, operations, and distribution space across seven facilities. We are positioned to meet the high production volumes of our customers with added capacity for growth.

Position Summary:

Reporting to the Customer Support Engineer (CSE) Manager, the Customer Support Engineer (CSE) works directly with customers, primarily Original Equipment Manufacturers (OEM), to provide excellent customer service and build the PSI brand reputation. This role often includes acting as a bridge between the customer, sales, and engineering by providing support in the areas of engineering, quality, technical service, warranty, and overall customer satisfaction.

Essential Responsibilities:

• Provide technical support to assigned OEM customers over the phone including diagnosing and troubleshooting product (engine) quality and repair issues in a timely fashion using econtrols diagnostic software as well as verbal reports of the engine performance challenges

• Report OEM quality issues to the operations/assembly group to facilitate root cause analysis

• Proactively support the assigned customer accounts by providing updated product notifications from engineering, technical specs, RFIs, and training

• As necessary, travel to OEM clients to provide onsite support for service quality issues

• Develop and maintain relationships with OEM Supplier Quality Engineers, Equipment Testers, and Production Managers to gather ideas and suggestions

• When needed, collaborate with the customers and PSI's warranty group to address quality issues covered under warranty quickly and seamlessly

• Support the Manufacturing Engineering team in updating and maintaining Material Assembly Instructions (MAI) and quality control documents to accurately reflect and correct issues identified at the customers' sites

• Introduce new product(s) to the operations group for procurement.

• Provide on-call customer support during off hours as needed

• As needed, lift and/or carry up to 40 pounds of materials to assist in production. Learn and execute team lifts for items over 40 pounds

• Adhere to all safety procedures including the use of personal protective equipment, navigating the plant with alert behavior, operating power tools and machines according to instructions, and disposing of waste properly

• All other duties as assigned by management

Qualifications

Requirements:

• Bachelors degree in Engineering, Automotive Technology, or Applied Science preferred; may substitute for the degree direct applicable work experience on a year-for-year basis which built competencies and subject matter expertise

• Demonstrated problem-solving and communications skills, ideally while interning or working in the automotive or industrial industries

• Mechanically inclined including the ability to diagnosis and troubleshoot vehicles, especially engines

• Ability and willingness to respond to urgent customer concerns during non-typical hours (nights/weekends)

• Ability to travel up to 25% (domestic and international)

Preferred Qualifications:

• Experience with Microsoft Office Suite

• Experience using MRP systems

• Analytical skills, accuracy, and attention to detail

PSI is committed to providing a work environment where employees respect and value each other as individuals and is free of harassment and discrimination. PSI believes that all persons are entitled to equal employment opportunity in all areas of employment and does not discriminate against employees or applicants on the basis of race, color, gender, gender identity, national origin, ancestry, religion, physical or mental disability, medical condition, pregnancy, childbirth or related medical condition, marital status, sexual orientation, age, military status, protected Veterans status, Vietnam Era Veterans status or any other characteristic protected under federal, state or local law.