Project Engineer - LORENTZ Energy Solutions : Job Details

Job Summary

A Project Engineer at Lorentz will manage pump system design, quotations, order entry, technical service personnel, RMA testing, oversee shop production and scheduling. They will also act as a liaison, provide product/services information, and resolve any emerging problems that our customers might face with accuracy and efficiency.

The Ideal Candidate

This position must be genuinely excited to help customers. They're patient, empathetic, and passionately communicative. Project Engineers can put themselves in their customers' shoes and advocate for them when necessary. Customer feedback is priceless. Problem-solving also comes naturally to a Project Engineer. They are confident at troubleshooting and investigate if they don't have enough information to resolve customer complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction. We are looking for quality people that can grow with the company and prefer to promote from within.

Requirements

1. Proven customer support experience or experience as a client service representative

2. Strong phone contact handling skills and active listening

3. Familiarity with CRM systems and practices

4. Customer orientation and ability to adapt/respond to different types of personalities

5. Excellent communication, presentation skills, and organizational skills

6. Ability to write and speak English clearly

7. Ability to multi-task, prioritize, and manage time effectively

8. Ability to learn the mechanical, electrical and software aspects of our products

9. College degree: mechanical, electrical, civil or environmental engineering

10. Able to travel 10-15 nights per year, visiting our factories and international engineering team.

Responsibilities

Manage large number of incoming calls/emails.

Identify and assess customers' needs to achieve satisfaction.

Build sustainable relationships and trust with customer accounts through open and interactive communication

Provide accurate, valid, and complete information by using the right methods/tools

Handle customer complaints and provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.

Keep records of customer interactions, communicate them to account's Channel Manager, process customer accounts and file documents

Follow communication procedures, guidelines, and policies

Properly design pump systems and build list of materials needed to complete the project 100% on the first trip to the job site.

Order Entry

As customers call, email or fax orders this position is responsible for entering them into SAP correctly. Then an order confirmation must be sent to the customer, and you must coordinate the logistics of the shipment. While we have a standard pricing structure, there will be items that are subject to special pricing discounts, and you must remember to apply them. Once the order has been confirmed, then you are responsible for informing the shipping department, so they can coordinate shipment per the customers shipping instructions and providing tracking to necessary parties.

Invoicing

After the order has been shipped, you are responsible for letting the Operations Manager know to start preparing the invoice to the customer. Freight cost will need to be added to the invoice and you will also need to notify the customer if there are any backordered items. Also let the customer know an accurate timeline when items need to be custom made.

Site Registration on partnerNET

Will be responsible for setting up sites for dealer accounts on partnerNET. This is to make sure the dealer has access to the controller on our mobile app, PumpScanner. As well as staying ahead on device activation to keep on schedules. It will also be required of you to update the sites anytime a change is made with products, services, or personnel.

Warranty Processing

i. RMA's for customers

ii. Inspection, testing, and teardown of product sent in for warranty consideration.

iii. Warranty Report

iv. Warranty credits for customers keep detailed lists what needs to be credited and work with operations manager, so all is added to the correct invoice.

Technical Support

Responsible for technical support on site, over the phone or email. Distributors, dealers, contractors, and end users will call in for support. It will be your responsibility to ensure they are helped in a timely fashion and solve their problem to the best of your ability.

Scheduling

Will be responsible for keeping track of warehouse production and staying on the correct timeline. Setting Daily/weekly goals to fulfill orders so they can ship on time. Staying in contact with customers and relaying accurate ship dates so they can schedule crews for install.

Work Schedule

Monday thru Friday, 7:30 AM until 5:30 PM

Paid Holidays

Good Friday, Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas & New Years

Benefits

Matching 401K (up to 8% by employer)

2 weeks paid vacation, after 5 years of service 3 weeks paid vacation

Employee & Employee's Family Health Insurance (70% Cost share)

SECTION 125 PLAN on Health/Dental/Vision Insurance

Location

1500 Woodrow Road in Slaton, Texas