Purpose:

Reduce risk and loss. Monitor, measure, communicate and improve the customer experience of new or revised products by documenting and driving key cross-functional organizational behaviors in the first year of new product and new service introduction. Assure the successful transition of new products from R&D to Customer Care. Identify opportunities to improve customer satisfaction and generate revenue for JBT. Support the planning and execution of a change process such as the resolution of component obsolescence.

Train or arrange training of service professionals, including assessing and reporting qualification level 20%

• Report training status of mechatronic systems in the 12-month transition period from first field test to Customer Care handoff
• Detail this transition process and the rituals that signal transfer of responsibility

Make spare and wear parts available for product for launch date and for the 12-month transition period 15%

• Measure OTD of parts for new mechatronic systems
• Review recommended vs. actual parts usage in transition year
• Refine recommended spare parts list and assist in setting initial inventory amounts
• Track manufacturing schedule and volume via Kingston operations (to set quantities)

Plan and report cross functional deliverables during the 12-month transition period. Samples include:15%

• Did engineering provide functional specification and manual
• Did engineering provide systems engineering documentation
• Did engineering provide or arrange training of service professionals and others
• Did service provide trainees
• Did the trainees reach qualification skill level, list those and dates

Visit Customers

• Understand the issues our customers and our teams face in the field related to secondary processing (SP) products and services and parts availability

Coordinate closely with Customer Care to improve customer satisfaction and customer experience

• Ensure and report planning and execution of service or refurbishment activity
• Establish process documents and workflow where needed to implement a service agreed upon by the Product Team and the Direct of Customer Care
• Participate in warranty process and recommended actions involving equipment

Coordinate closely with R&D to improve system performance, lower cost, improve uptime, improve NPD or handoff process. Provide ideas and concepts from working closely with customers and service techs.

Identify potential upgrade kits or component improvements that improve customer satisfaction and generate incremental revenue for JBT. Help design and document kits. 20%

Implement KPI, RCI and measurement systems to drive behaviors that improve uptime, reliability or lead to positive customer experience

Gather from multiple sources information on the customer experience of SP product and service and communicate top priority to stakeholders for action and resolution 15%

• Use Salesforce Customer Care module

• Read service reports and advise the Product Team and Engineering Team of major issues
• Communicate any database absence or integrity issues

• Participate in customer, service team meetings and warranty reviews

Communicate customer feedback on parts price to CC Commercial and Product Teams for review and action 15%

Identify and communicate troublesome parts or missed prospect-to-startup process steps that are diminishing customer satisfaction such as those that harm uptime, fail often, generate losses, or fail infrequently at large cost

Support the SP Product Manager with field insight on Life Cycle Asset Management (LCAM) and Total Cost of Ownership (TCO)

Support the Engineering and Procurement Team with field insight on supplier quality issues, delivery issues, and obsolescence issues

Requirements / Knowledge / Skills:

Required

• Bachelor of Science Degree in Engineering or Project Management
• Training skills
• Strong organizational, negotiating, planning and influencing skills, verbal and written
• Proficiency in Microsoft Office software applications
• Attention to detail
• Follow through and completion skills
• Pleasant assertiveness and determination
• Critical thinking skills to interpret and use information from a variety of sources and interpret highly technical concepts
• Ability to develop, monitor, analyze, and control projects
• Good organizational skills with the ability to handle multiple tasks and thrive in a change-oriented, fast-paced, high stress environment
• Ability to read and interpret and produce engineering and assembly drawings
• Leadership and team-building experience with the ability to integrate a diverse group of people to achieve objectives
• Ability to shift style and effectively interface with co-workers, customers, and suppliers
• Well-structured and organized problem solving/root cause analysis skills
• Preventive and corrective action skills
• Strong reporting and presentation skills
• Ability to travel as needed

Preferred

• Experience as a Systems Engineer, Sustaining Engineer or Reliability Engineer
• Experience in supplier/procurement processes
• Knowledge of industrial food processing environment
• Technical background in manufacturing, fabrication, construction, and service disciplines
• Working knowledge of design, CAD, ERP and engineering change process
• Ability to establish relationships and support Customer Care and Applications Engineering teams at site

Experience:

Minimum three years of experience in the areas listed above.

Scope of Responsibility/Accountability:

Receives direction from DSI Engineering Manager and VP to set broad objectives. Works closely with DSI Service Manager. Consistently and clearly demonstrates creativity and innovation in finding solutions to multi-faceted problems. Meets quality requirements without sacrificing safety, cost and delivery goals. Works with various departments to recommend methods to improve uptime and improve the customer experience. Must be willing to travel to sites to achieve the objectives listed above.

Supervisory Responsibility:

This role has no direct supervision responsibility. The role requires coordination across many department and stakeholders.

Financial Responsibility:

The position exists to avoid loss and costs which can be $140,000 per event, with exposure to 10 such events per year. So, the scope of risk to mitigate exceeds $1.4M per year. The role will manage the transition of about 4 new or revised products per year.

Work Environment and Physical Demands:

Must be willing to travel to customer site (predominantly US/Mexico/Canada) to assist, to coordinate, to learn and to be at Gemba. Estimate 40% of time in an office or meeting environment. Exposed to possible shop or site installation hazards including heavy equipment, shop traffic, uneven/slippery footing, inclement weather, etc. Sites environments are typically indoor, wet, 30-40° F refrigerated rooms. Installation sites require appropriate JBT and Customer PPE such as hard hat, Steel Toe Shoes, safety glasses, hair nets, lab coats, gloves (NO JEWELRY of any kind).

Physical Demands: Frequent sitting and operating computer. Frequent walking and standing. necessary time in a field environment to meet with customers, engineers, suppliers, account managers, field technicians and others. This fast-paced environment is often best managed walking the factory floor to assess status and plan remediation for any issues that are observed.