Customer Engineering Support (CES) – Specialist

Role Overview

Key Responsibilities

• Collect field data on product and service use and performance to improve the offer and identify risks.
• Provide technical support to customers, internal stakeholders, and marketing and sales teams.
• Monitor market performance against competitors, report early warning signals and copycats, and take corrective action or intervene in the market when needed.
• Help resolve customer complaints while balancing customer focus with company protection.
• When formally delegated, handle tyre and associated-service product liability matters and minor disputes under the Product Liability Correspondent's responsibility.
• Identify customer fleets, agree survey terms, and conduct field surveys to improve products and manage risks in new technologies or designs.

Expected Results and Activities

• Define, lead, and conduct field usage and performance studies, such as end-of-life tyre examinations, usage characterization, and performance measurement plans, and report results.
• Ensure customer claims are handled correctly and collected information reflects actual field events.
• Send alert reports to the central Risk Analysis team and report on minor litigation cases when delegated and outside North America.
• Provide technical advice and training to sales teams and external customers.
• Deliver technical demonstrations at commercial product launches and tutor new CES team members on the job.

Requirements

• No specific candidate qualifications, certifications, or experience requirements are stated.