Customer Engineering Support (CES) – Specialist

Role overview

Core responsibilities

• Collect field information on product and service use and performance to improve offerings and identify risks.
• Provide technical support to customers, internal stakeholders, and Marketing and Sales teams.
• Monitor market performance against competitors, report weak signals and alerts, and implement corrective actions or market interventions when needed.
• Help resolve customer complaints; handle product liability matters and minor disputes only when formally delegated.
• Arrange and follow field surveys with customer fleets to improve quality and manage risks in new technologies or designs.

Expected results

• Conduct field usage and performance studies, including tyre examinations, usage characterization, and performance measurement plans, and summarize findings.
• Support accurate customer claim collection and handling by the sales force.
• Send alerts to the central Risk Analysis team and report delegated minor litigation cases outside North America.
• Provide technical advice and training, demonstrate products at launches, and tutor new CES team members.

Requirements

• The role is field-based and covers product-use and performance studies, technical advice, market surveillance, claim management, and field surveys.
• When formally delegated, handle product liability matters and minor disputes involving tyres and associated services under the responsibility of the Product Liability Correspondent.
• Depending on the product domain, identify suitable customer fleets, agree terms, and establish and follow field surveys.