Customer Success Engineer

Join Norican Group – Where Innovation Meets Excellence

Norican Group is the proud home to five leading, globally operating brands: DISA, StrikoWestofen, Wheelabrator, Monitizer, and Simpson, all supported by our dedicated Norican digital data engineers. As one strong global partner, we serve our customers better, faster, and more efficiently, providing them with access to all we have to offer. From melting, dosing, and molding through to surface preparation, we provide solutions to solve our customers' challenges.

Why Join Us?

• Global Network: Be part of a global network of engineering expertise, manufacturing capacity, and service support.
• Innovation: Work with the latest knowledge and know-how to keep our customers performing at their best.
• Sustainability: We lead for sustainability, ensuring the company's long-term success and viability by innovating in all that we do.
• Diversity & Teamwork: Embrace and build on diversity and teamwork. Our differences make us strong, and we value diverse voices and perspectives.
• Commitment: Deliver on commitments to all stakeholders, increasing profit and sustainability for our customers, creating a safe and enjoyable working environment, and treating suppliers fairly.
• Employee Development: Develop your potential and excellence. We invest in and grow your capabilities, giving you confidence and trust to make changes, and rewarding achievers and learners.

Benefits

• Competitive health insurance options
• Employer paid Short-Term and Long-Term Disability coverage
• Employer paid life insurance
• Employer paid critical illness and accidental coverage
• 401k with employer match
• Paid vacation and sick time
• Paid holidays
• Annual bonus opportunity

Role Overview

The Customer Success Engineer is responsible for:

• Customer Management : Manage a diverse portfolio of customers, guiding them to fully leverage the digitalization potential of the Monitizer suite. Act as a trusted advisor, ensuring post-implementation adoption and user satisfaction through proactive engagement.
• Technical Understanding : Analyze and understand customers' technical, process, and business challenges to create detailed project specifications, including network architectures, data connections, and deployment plans. Serve as a liaison between customers and internal teams to ensure alignment on solution requirements and outcomes.
• Solution Implementation : Define and implement customer solutions, including process data mapping, validation, user onboarding, training, and identifying opportunities for continuous improvement.
• Collaboration : Work closely with customers to gather requirements and collaborate with the IOT team to transform raw data into valuable insights.
• Customer Engagement : Engage with customers to ensure positive outcomes, post-sales value realization, and identify upsell opportunities.
• Technical Expertise : Provide technical expertise and training through seminars, sales meetings, and other educational initiatives.
• Primary Contact : Serve as the primary day-to-day contact for customers, ensuring timely and high-quality project delivery in collaboration with project management and product or LOB experts.
• Support : Offer first-level support to all customers, ensuring digital products function effectively and customers fully realize the platform's benefits.
• Feedback Loop : Continuously gather customer feedback and share insights with the product development team to drive platform improvements.
• Onboarding and Integration : Lead the onboarding process for new customers, especially those involving third-party equipment or specific solutions like PRESCRIBE, and collaborate with Norican LOB engineering and project management teams to address technical issues and questions.

Qualifications & Experience

• A degree in Engineering (electrical/industrial/foundry technology) or similar education
• Work experience as a service, production or process engineer, ideally in the equipment or foundry industry
• Proactive with outstanding problem-solving skills
• Proven customer management skills
• Experience of working with Linux
• Knowledge of programming languages is a plus, such as cloud services, computer networks, IoT protocols such as MQTT, OPC -UA, software version management or software deployment
• Fast learner that can quickly grasp technological and business value drivers
• Strong communication and interpersonal skills with the ability to articulate technical concepts or recommendations clearly to customers (across levels)
• High level of social competence and team spirit, ideally with past international exposure
• Self-driven and highly motivated hands-on mentality
• Passion for driving business value to customers through new digital technologies
• Good written and verbal English skills
• Willingness to travel

Applicants must be authorized to work for any employer in the U.S. Norican Group is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, marital status, veteran status, or any other characteristic protected by law. Our policies and practices are designed to ensure that all qualified applicants receive fair consideration for employment and that employees are treated equitably in all aspects of their employment. We comply with all applicable federal, state, and local laws governing non-discrimination in employment.