Customer Service Engineer

Solve. Specify. Succeed.

The role of the Customer Success Engineer is responsible for the 2nd phase of our PROFIS Engineering & Services solution sales process. This includes partnering with Software Sales Consultants and Field Engineering Teams to foster the successful implementation of the solution and continue building the value proposition that Hilti delivers to the customer through PROFIS Engineering. This position capitalizes on Hilti competencies to secure commitments for specification or approval of Hilti Products while adding value by assisting design community and influencers in solving design problems using Hilti Products. This position protects company from liability exposure through use of sound engineering judgment. This position will analyze customer needs and map potential solutions, while building trusting customer relationships.

What You'll do

• Make virtual business activities in relation to F&P Service Solutions growing a loyal customer base within a designated geographical area while strengthening the company’s market share within the territory
• Demo Hilti PROFIS Engineering software products and services in person and virtually with customers
• Develop, analyze, and manage business plans related to the customer database to effectively maintain and grow PROFIS Engineering application
• Serve as the primary contact for the onboarding of new customers, the training of platform end users, as well as post go-live support
• Represent Hilti in customer’s meetings and follow‐up with existing customer platform to sell additional training services, webinars, and collect feedback from our key users
• Create a custom training plan for the customer on Hilti Software Solutions at all levels of the company and how the technical aspects
• Responsible for creating policies and procedures that optimize the customer experience
• Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base
• Demonstrate consultative selling; drive value to have customers request an increase in product or service.
• Collaborate closely with team members to support renewals and expansion opportunities
• Collaborate with a variety of departments within Hilti to complete activities and achieve goals (materials management, logistics, credit, marketing, technical services, and customer service)
• During Solution Implementations, define/manage overall project schedule; assign tasks/deadlines to project team as necessary during execution customer onboarding and adoption
• Provide professional educational seminars and presentations for firms to inform them of Hilti products, their performance characteristics, applications, and product limitations
• Provide competent recommendations to engineers, architects, and other designers on specific applications using sound engineering judgment; educate specifier on technical advantages of Hilti solutions not covered by test data
• Contact and cultivate internally developed leads; pursue target opportunities within assigned territory
• Utilize networking to find new sales opportunities, developing them into long term partnerships
• Remain current in the knowledge of building codes relative to the application of Hilti Anchor and DF products

What You’ll Bring

• This position is not eligible for employer-sponsored work authorization or visa sponsorship (including initial, transfer, or extension), and candidates must be authorized to work in the United States at the time of application and remain authorized for the duration of employment without the need for sponsorship.
• Bachelor’s Degree in Engineering or Engineering Technology required – Civil, Architectural, or Mechanical discipline preferred
• 2 year minimum experience in engineering/construction role preferred
• Knowledge of construction methods and practices as they relate to Hilti products, preferred
• Demonstrated aptitude of cold‐calling skills at customer offices
• Ability to communicate effectively with engineers, architects, contractors, and Hilti personnel through verbal and written response
• Multi-task between special projects and daily responsibilities
• Demonstrated ability to develop engaged customer relationships and implement strategic concepts
• Excellent time and territory management skills
• Must be persuasive, sales driven, customer focused, and a team player
• Responsible for sustaining and continuing knowledge of existing and new software version releases and add on feature functionality
• Must be able to build prospects and business relationships
• Proficient computer skills including MS Office Suite and smartphones
• Must maintain a professional business appearance in accordance with HNA dress policy at all times

What’s In It for You

We are committed to caring for our people, which is why our retention has been over 90% for the last five years. It’s why we haven’t gone through any waves of layoffs – even during the COVID-19 pandemic. We value development, which is why 80-90% of our roles are filled internally. Success at Hilti comes down to teamwork and ability – the Hilti culture is contagious, and we have an excellent mix of people who are always looking to help one another.

Why Hilti

Hilti is a global leader in construction innovation, with more than 34,000 team members across 120 countries. Guided by our purpose, Making Construction Better, we’re driven to keep learning, growing, and finding new ways to make a lasting impact. Here, you’ll be empowered to use your strengths, work with a global and inclusive team, and take on meaningful challenges. At Hilti, you’ll have the chance to make your ideas, achievements, and growth real through purpose, passion, and teamwork.

Commitment to Inclusion

At Hilti, inclusion is a key focus in how we work, lead, and grow together. We are committed to embracing diversity of thought and creating an environment that is inclusive of everyone, everywhere. We continuously strive to ensure every voice is valued and every team member feels empowered to contribute. By building on this foundation, we strengthen our teams, our innovation, and our impact, making construction better together.

Hilti, Inc is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.