Customer Support Engineer

Fictiv is a global manufacturing and supply chain company that enables organizations to scale globally across Fictiv’s four global manufacturing centers in India, Mexico, China, and the U.S.. Companies use Fictiv to access high-quality production, optimize supply chain logistics, and mitigate supply chain risk—ensuring they can move from prototype to full-scale manufacturing with speed and confidence. To date, Fictiv has delivered more than 35 million commercial and prototype parts for industries such as aerospace, robotics, automotive, climate tech, and more, helping them innovate faster, free up precious resources, and drive profitable growth.

Role Summary

The Customer Support Engineer promotes sales of Misumi products through Customer Support channels including email, chat, and phone, application work and special engineering related projects as needed

Essential Functions

Sales:

• Promote and educate customers such as design engineers, mechanical engineers, buyers or other professional and technical personnel, on products and services to increase sales.
• Make and perform technical presentations to design engineering groups as a subject matter expert clearly and confidently.
• Provide product and design support to increase usage in customer designs.
• Work collaboratively with sales team to achieve growth goals.

Customer Support:

• Provide technical design support and education both internally and externally on products including materials, fits, tolerances, lifespans, engineering calculations, sizing, CAD models, website, and functions via phone, email, and chat.
• Handle large, custom, and competitor cross-over quoting opportunities between customers and internal departments (domestic and overseas) to capture new business.
• Ensure compliance to quality and work if needed with the customer service and procurement on quality claims.
• Maintain some product databases, website contents, and catalog product information for accuracy and changes.

Other:

Other responsibilities may include catalog review, warehouse inventory support, trade show support, and others as necessary.

All employees are expected to maintain and contribute to the QMS.

Desired Traits: 

• Bachelor’s Degree in Engineering (Mechanical, Electrical, or Industrial preferred).
• Minimum 3 years of relevant experience.
• Knowledge of manufacturing processes and equipment preferred.
• Excellent problem solving, interpersonal and conflict management skills.
• Working knowledge of 3D CAD, Microsoft Office (Excel, Access, Word, PowerPoint) CRM software, VB, VBA (plus).
• Excellent verbal/written communication skills.
• Highly motivated, driven, responsible, possess leadership, and results oriented.

Physical Demands

• No physical demands

Travel: Ability to travel <10% of the time for offsite customer visits, trade shows, etc.

Salary Range: $65,000 to $80,000 per year, based upon experience  

Interested in learning more?  We look forward to hearing from you soon.