Customer Reliability & Customer Service Representative Engineer


John Crane


Posted Under: Portland, Oregon jobs in Engineering; Engineering jobs in zipcode 97201
Posted On: 2019-10-11 00:00:00

About Us Smiths is always looking for curious minds. For new colleagues who want responsibility and relish a challenge. Those who would like to use their talents to help make the world safer, healthier, more efficient and more connected. We're proud that we've been helping propel the human world forwards during our 160 year history of innovation. By looking at things differently. By adapting and never standing still. And by always thinking big. Today we're an aligned global business of five divisions and around 22,000 colleagues that touches the lives of millions every year across five vibrant global markets. For more than 100 years, John Crane has partnered our customers around the world to deliver innovative solutions that improve process and equipment reliability through a relentless focus on quality, a passion for service, and uncompromising commitment to our people, safety, the environment and ethical business practices. With more than 5,800 employees around the globe, we supply and service the products used by our customers in process industries for their mission-critical operations. Being a valued and trusted partner is more than what we do?it is our legacy. Our core values?respect, ownership, integrity, customer focus and passion?guide our actions and behavior every day.So whether you're an experienced professional or just starting out on your career, our global scale and focus on growth means great career opportunities for the right colleagues. There's never been a better time to join Smiths. And help us create the future. Job Description SUMMARY OF ESSENTIAL FUNCTIONS:The Customer Reliability & Customer Service Representative Engineer initiates, coordinates, and maintains a flow of materials and information to various accounts to ensure the highest levels of customer service. The incumbent will make routine and complex seal and equipment recommendations, works in house, and, at customer?s site to troubleshoot and investigate root cause of failure. This role will also make recommendations to improve seal and pump performance utilizing engineering judgement and is responsible to resolve customer inquiries. Travel as required to perform duties and work directly with customers. The role is 60% CSR Work and 40% Engineering. Duties & Responsibilities SPECIFIC DUTIES, ACTIVITIES AND RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:? Receive, review and enter sales orders based on customer purchase orders, in accordance with current quality standards. ? Relate information to customers in regards to the delivery, pricing and status of their orders. Make amendments to the orders based on the information attained from other departments and assure the information has been made available to the customer.? Maintain records of the customer?s purchase orders, along with any documentation regarding the communication of the status and pricing of the orders utilizing the appropriate ERP system.? Summarize the survey to customer by ratings.? Review order status to insure proper scheduling methods to meet scheduled delivery dates and achieve customer satisfaction, in accordance with current quality management system.? Publish performance reports to various accounts, as required.? Open order reports are to be reviewed in a timely manner to rectify any concerns prior to expediting the process.? Analyze complex processes in a systematic manner and create reports in a clear and concise fashion.? Generate complex quotes for intercompany and external customers.? Liaise with Quality Department on RMA and AQR?s.? Generate reports as needed to the improvement of customer backlogs.? Ability to deescalate and mitigate customer obstructions to a positive outcome on behalf of John Crane.? Manage special projects as assigned by management.? Troubleshoots specific customer applications and analyses, evaluates, and rectifies seal operation problems and failures.? Improves MTBR and reduces material costs.? Communicate orally and in writing with customers, company personnel, and vendors providing counselling, recommendations, and technical assistance. May include making both technical and commercial presentations to customers or management.? Assist and direct development of customer seal standardization programs. Also, assists with developing inventory management programs that are to be implemented by customers.? Solves problems on existing installations pro-actively.? Negotiate with customers and sales personnel regarding material changes or modifications of customer equipment, seal, or auxiliary equipment. Help customers find and define productivity improvements obtained through seal upgrades.? Approve overall seal and component part design and materials, proposals, layouts, installation, assembly and detail drawings.? Prepare reports and make recommendations to management in order to assist in development and management of partnership programs. Devise and recommend new approaches to problems encountered in assignments.? Recommend new standards and procedures on design and manufacture of seal components. Observe and report field performance results; collect and evaluate customer?s data, while working with local John Crane office and sales representative.? Additional duties as assigned. EHS REQUIREMENTS:? Complete all work in a safe manner and follow all safety requirements consistent with supporting the Company?s goals.? Lifting guidelines in accordance with the Manual Lifting Guidelines noted in the Safety Handbook.? Follow all environmental requirements consistent with supporting the company?s environmental performance goals.? Complete, and actively participate in all other EHS training requirements Requirements POSITION REQUIREMENTS:? A Degree Mechanical Engineering (BS preferred), related discipline, or equivalent experience.? Working knowledge of personal computing, CAD (Solid Edge preferred) ? Working knowledge of relevant industry standards.PHYSICAL/MENTAL REQUIREMENTS:? Must be able to sit for extend periods of time; a minimum of 2 hours.? Must be able to maneuver to all areas of the office, shop, warehouse, or manufacturing plant? Must be able to lift up to 20 pounds and carry up to 10 pounds.? Must be able to bend, reach, kneel, twist, and grip items while working at assigned desk area.? Must have the manual dexterity and coordination to operate office equipment.? Must be able to simultaneously manage several objectives, changing priorities and reassign priorities to complete assignments.? Must be able to read, write, speak and understand English.? Must be able to respond to visual and aural cues.WORK ENVIRONMENT:Work environment is typically considered within a Smiths location during normal or extended business hours to include offices, manufacturing plants and repair facilities. Work environment may also include customer sites including oil well sites, and meeting venues.? The noise level in the work environment is usually loud and approved PPE is required when on the factory floor