Customer Engineering Support (CES) – Specialist

About the Role
The CES Specialist is a field-based technical role in Customer Engineering Support (CES) within the Quality Domain of the company. This position covers five essential areas: capturing product usage, providing technical advice, conducting market surveillance, managing claims, and performing field surveys.

Key Responsibilities

• Capture Usage: Collect data in the field on how our products and associated services are used and how they perform, in order to improve our offer and identify risks.
• Give Advice: Provide technical support to customers, internal stakeholders, and the Marketing & Sales teams, promoting the benefits our products and services bring to customers, adding technical value, and reducing risk.
• Market Surveillance: Monitor the market and the field performance of our products and services against the competition. Report weak signals (early warning signs) and alerts, including copycats (copies of our products or services). Implement corrective actions and carry out market interventions when needed.
• Claim Management: Assist in resolving customer complaints, balancing customer focus with protecting the company. If formally delegated, handle product liability matters and minor disputes involving tyres and associated services under the responsibility of the Product Liability Correspondent.
• Field Surveys: Depending on the product domain, identify suitable customer fleets, agree on terms, and set up and follow field surveys to enhance the quality of our products and services while managing remaining risks on new technologies or designs.

Key Expected Results

• Field usage and performance studies defined, led, and executed (e.g., end-of-life tyre examinations, usage characterization, and performance measurement plans) with summary reports on the findings, including for current market products and field surveys.
• High-quality collection of customer claims: ensuring claims are handled correctly by the sales force and that information collected accurately reflects field occurrences.
• Alert reports sent to the central Risk Analysis team.
• Reports on minor litigation cases, where delegated and outside North America.
• Provide technical advice and training for the sales force and external customers.
• Conduct technical demonstrations at commercial product launch events.
• Offer on-the-job training and tutoring for new CES team members.