Job Description :
Job Summary
Tools Application Engineer serves as customer liaison and functional link between development teams and the customers with regard to existing products and services and new technologies. The role is customer facing, requires to support Customer care lane for Electronics Tools organization work. Applies specialized knowledge of engineering principles and practices across various areas. Drives standardizing the customer communication. Develops and delivers training on client applications. Needs to work as per Tier level support for administration, licensing and product use support.
Key Responsibilities
Feeding and prioritizing the product backlogs with ideas for new features
Capture and analyse customer feedback by sending out Customer satisfaction surveys for all products
Need-basis travel required to visit Customer sites/locations in and around Columbus, IN to troubleshoot and resolve customer issues
Document troubleshooting and problem resolution steps, authoring and publishing and accurately record the process in Support documents/Tools Application Bulletin (TAB)
Participate in the field testing activities – writing and executing field test cases, completing the acceptance testing, identifying the field test users, preparing and reporting the field test report to the development team.
Evaluate the needs of customers and work in a creative, pro-active manner to resolve technical issues
Take ownership of technical issues, and work with our Engineering/Applications team to resolve more advanced issues
Manage multiple priorities, organize workload, and meet deadlines effectively
Provide training for end users on tool operation, new enhancements and applications
Publish User guide documentation which includes tool release notifications and internal knowledge central updates
Provide technical Tier 1 and Tier2 Support by determining customer’s issues, analyse, resolve the underlying problems and track the tickets to closure (Tiered support is provided in all regions :US-India-China for all products)
Work in a team-based environment with timely problem resolution utilizing a positive, proactive attitude and a strong customer focus
Skills
Must have excellent written and verbal communication skills, must be comfortable interacting and presenting with customers and diverse group of personnel within Cummins
Ability to effectively work as part of a global team
Ability to organize and prioritize multiple tasks to meet deadlines
Strong problem solving and troubleshooting abilities
Self-motivated, results-oriented, organized, energetic, and capable of staying cool under pressure from multiple ongoing projects
Education and Experience
BS degree in Engineering with 3-5 years of relevant or software QA experience
Expertise in documenting clear, concise test plans/test cases from requirements and specifications
Experience with test management software (Quality Center, Test Director, Selenium, IBM Rational, JIRA or similar)
Proficient in Microsoft Office (particularly MS Word, MS Excel, MS PowerPoint)
Familiarity/experience with Agile/Scrum, functional, system and user acceptance testing
Strong customer facing skills and focus; demonstrate active listening skills