Customer Engineering Support (CES) – Specialist

1. Role Overview

2. Key Responsibilities

• Capture Usage: Collect data in the field on how our products and associated services are used and how they perform, in order to improve our offer and identify risks.
• Give Advice: Provide technical support to customers, internal stakeholders and the Marketing & Sales teams, to promote the benefits our products and services bring to customers, add technical value and reduce risk.
• Market Surveillance: Monitor the market and the field performance of our products and services against the competition. Report weak signals (early warning signs) and alerts, including copycats (copies of our products or services). Put corrective actions in place and carry out market interventions when needed.
• Claim Management: Help resolve customer complaints, balancing customer focus with protecting the company. If formally delegated, handle product liability matters and minor disputes involving tyres and associated services, under the responsibility of the Product Liability Correspondent.
• Field Surveys: Depending on the product domain, find suitable customer fleets, agree terms, and set up and follow field surveys. The aim is to improve the quality of our products and services and to manage remaining risks on new technologies or designs.

3. Key Expected Results