Customer Engineering Support (CES) – Specialist

Customer Engineering Support (CES) – Specialist

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1. Role Overview

The CES Specialist is a field-based technical role in Customer Engineering Support (CES) which falls in the Quality Domain of Michelin.

The Specialist covers five areas: capturing how our products are used, giving technical advice, market surveillance, claim management and field surveys.

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

• Field usage and performance studies defined, led and carried out (for example end-of-life tyre examinations, usage characterization and performance measurement plans), with summary reports on the results, including for current market products and field surveys.
• Good-quality collection of customer claims: claims are handled correctly by the sales force and the information collected reflects what actually happened in the field.
• Alert reports sent to the central Risk Analysis team.
• Reports on minor litigation cases, where delegated and outside North America.
• Technical advice and training for the sales force and for external customers.
• Technical demonstrations at commercial product launch events.
• On-the-job training and tutoring for new CES team members.

Michelin, the leading tire company, is dedicated to sustainably improving the mobility of goods and people by manufacturing and marketing tires and services for every type of vehicle, including airplanes, automobiles, bicycles/motorcycles, earthmovers, farm equipment and trucks.
It also offers digital mobility support services and publishes travel guides, hotel and restaurant guides, maps and road atlases. Headquartered in Clermont-Ferrand, France, Michelin is present in more than 170 countries, has 111,200 employees and operates 67 production plants in 17 different countries.
Michelin has a Technology Center in charge of research and development, with operations in Europe, North America and Asia. In short, whether you look at our mission, our products or our people, Michelin is a company that truly helps you to move forward...

Visit our website to discover more about us www.michelin.com