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    Application Engineer - New York, United States - NexGen Solutions Corporation

    NexGen Solutions Corporation
    NexGen Solutions Corporation New York, United States

    2 weeks ago

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    Description

    Title:
    Esprit Applications Engineer


    Objectives:


    Customer service is the foundation of our company's success and although we segment tasks and duties below, we put customers first when issues or problems arise.

    To achieve success, we must work as a team to get the right people involved to solve problems or provide opportunities for our
    customers to improve.

    Prompt and efficient internal and external communication is the foundation for our team to provide exceptional customer service and strive to become Hexagon's top CAM partner.

    Your focus on our team would be in these areas – ESPRIT 2K, ESPRIT EDGE,
    pre-sales, support, training, and special projects.

    We would also like to keep the theme of continuous learning and hear from you on the areas of most interest for additional skills, by picking additional technologies from our lineups.

    You will need to provide support, training, and consulting on a flexible schedule over the web or on-site. On-site visits, partner visits, and nurturing calls to customers will be part of the regular schedule. Most onsite customer
    engagements are 3 days in length, where we would try to minimize travel on weekends as much as possible. There are months when multiple customer visits may be required. There will also be months where there is no travel.

    To work as an effective team, it will require documentation in PMT systems.
    There will also be opportunities to create short videos and knowledge base
    articles that can be used for multiple purposes (who starts and finishes
    videos or articles may differ from time to time). You will be expected to
    leverage and put relevant customer information into all PMT business
    systems regarding customer interaction. Internal documents, such as best
    practices or support procedures are written as needed. External
    documents, such as training materials, consulting reports, and project
    management notes will be requested as needed. To that extent, recording
    and reporting travel expenses in a timely manner is your responsibility,
    where we leverage Expensify to make this as easy as possible. PMT has
    access to partners that have facilities across the US, which may be leveraged.
    There will be some trips to office locations to meet with the extended team.

    As new technology, processes, and solutions are brought to the team, you
    are expected to embrace change and help guide the company to the best
    possible outcomes.

    Pre-Sales demonstrations will be needed to successfully add new clients to
    PM-Technologies. Marketing has become more and more of a function of the
    entire company to produce content, success stories, highlight advantages
    over our competitors, and pursue positive survey results. We expect you to
    seek customer feedback and input, and to help PMT tell the world about the
    great results achieved. You will be encouraged to produce and/or provide
    social media information.

    Detailed Responsibilities


    • Learn all aspects of ESPRIT/EDGE and the related materials, work
    together with the team to create training materials (video, curriculum,
    slides, support articles, written resources, etc.), and deliver high quality
    support and training for customers on these solutions.


    • Provide best-in-class customer service, by working closely with the
    extended team, which includes keeping notes of all customer
    interactions in CRM systems to keep everyone in synch.


    • Learn additional solutions (TBD based on your interests that match PM-Technology's needs, but mentioned in section above), to be able to
    provide services on a timely basis. Build the relationship with the
    Hexagon team into partnership to achieve common customer goals and
    objectives in a coordinated and timely manner.


    • Assess and deliver recommendations to improve PMT processes,
    procedures, and infrastructure. Improvements for the company will naturally flow from the processes set up and leveraged during your
    customer engagements.

    Perform customer health checks and document key next steps for the
    sales team to execute in PMT software systems. Develop your skills and
    customer discussion topics to perform virtual and onsite health checks
    that deliver high value to our customers.


    • Grow and develop relationships with dedicated Hexagon technical
    resources and work together with them to drive high quality services.


    • Support technical staff at machine tool partnerships, in coordination
    with PMT sales, to win preference for them to position Hexagon CAM
    when their CNC customers are in need.


    • Assist PMT with the creation of new classes and services, which may
    involve writing parts of our training curriculum.


    • Continue to expand your skills and capabilities for training with PM-Technologies, with the goal of being more a true consultant that provides
    value in all your customer interactions. Continuously learn more about
    these solutions to keep your skills sharp and effective. Learn about
    automation and advanced skills so that you can provide superior value
    for customers. Become a top trainer by investing in your students,
    caring about their results, and mastering your communication skills in
    the classroom.


    • Learn all the key pre-sales needs for the top PMT products / solutions to
    position them with customers effectively.


    • Assist with technological upgrades and improvements to training
    computers and facilities and recommend new software and hardware
    that can benefit the business.

    Work Hours:

    8AM-5PM EST.

    When training onsite or remote, we work the same time zone as the
    customer. There may be times when it will be necessary to flex time (start
    later, finish work later OR start earlier, finish work earlier) for customers in
    the eastern and western half of the US, and this will be planned in most cases
    but not all.
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