Field Service Engineering - Te...

Colder Products Company (CPC) is the leading provider of quick disconnect couplings, fittings and connectors for plastic tubing. At CPC, we believe that fluid handling should be safe and easy. We engineer our connection solutions to improve the overall functionality and design of  equipment and processes for the life sciences, industrial, and chemical handling markets. Special features of our products include precise hose barbs for superior grip, built-in shutoff valves for preventing spills, and easy-to-use, push-button thumb latches for quick connecting and disconnecting. CPC is a Dover company based in St. Paul with global offices and operations in Europe and Asia.

Job Summary:

We are looking for a Field Technical Support Engineer to join our Quality team, based in Taiwan.  Reporting to the Director of Quality, Core and Thermal, the Field Technical Support Engineer will be responsible profividing techincal support for Thermal management products to customers in APAC, with the main focus being in Tiawan. 

Specifically, the person will: 

• Apply problem solving and interpersonal skills and be able to influence and drive results.
• Interact and collaborate with customers and cross functional team members (located in Minnesota) to understand CPC products and address product issues.
• Support initial investigations into customer complaints and educate customers on CPC specification. 
• In customer escalation situations, be able to quickly understand the critical elements of the issue, provide direction to the customer team, comprehend the significance of results from various technical activities, and formulate responses to customers and CPC leadership
• Constantly drive problem resolution by providing leadership and direction.
• Coordinating internal activities to assess risk on customer complaints.
• Provide market feedback to CPC so products can be improved to meet market needs. 
• Provide strategic vision for building out technical support in Taiwan. 
• Work closely with other CPC leaders and departments to develop a world class Thermal Management organization.

Essential Job Responsibilities:

• Ability to efficiently handle multiple projects and prioritize based on workload and urgency
• Understand CPC Thermal management products and specifications
• Providing feedback on market needs and strategic recommendations for expansion of CPC in Taiwan
• Partner with customers to educate on CPC products in thermal management applications
• Meet with customers to work through product issues and report findings back to CPC
• Partner with customers to ensure product returns are initiated in a timely manner to support complaint closure
• Perform initial investigations of product issues and report finding back to CPC
• Report customer requirements back to CPC Product Management and Engineering teams

• Strong time-management skills and an ability to stick to a tight schedule
• Excellent problem-solving skills with a knack for troubleshooting technical issues
• Ability to collaborate with others and work well on a team
• Enthusiasm for providing excellent customer service
• Excellent communication skills

• Keeps current in the field with external or internal education and training.
• Be a CPC advocate internally and externally
• Adheres to all safety regulations
• Demonstrates support of CPC core values
• Performs other job duties as assigned to meet business needs

Required Job Qualifications:

• BS or MS degree from a leading university (or equivalent experience) in electrical engineering, quality, or related technical discipline.
• At least 3+ years of experience in electronics customer quality role and customer interface experience.
• Excellent proficiency with 8D problem solving tools/methods.
• Good interpersonal skills, with a logical approach to problem solving, good time management, and task prioritization skills. Excellent written and oral communication skills.
• Strong leadership skills with experience coordinating teams with multiple disciplines. Dedicated and able to work with minimum supervision.
• Good proficiency using MS Office software tools, data analytical tools, and email communications.
• Able to travel internationally on rare occasions.

Preferred Job Qualifications:

• Knowledge of cooling rack manufacturing processes such as assembly and final test.
• Knowledge of electronics reliability standards at the component, or system level.
• Experience with server system/Data center hardware design, development, architecture, or testing.
• And electronics industry with in-depth knowledge on solving or debugging hardware issues.
• Proven history of developing close working relationships with customer quality teams and using structured problem solving to find solutions to their issues.
• You are a domain expert with a deep understanding of a process, function, technology, material, or other area.

Travel Requirements:

• Domestic travel up to 50 and international up to 10%

We consider several job-related, non-discriminatory factors when determining the pay rate for a position, including, but not limited to, the position’s responsibilities, a candidate’s work experience, a candidate’s education/training, the position’s location, and the key skills needed for the position.  Pay is one of the Total Rewards that we provide to compensate and recognize employees for their work.

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.