Careers

Main Purpose of the role

The Resolutions Engineer is responsible for providing technical support and consultation to resolve customer complaints, ensuring effective service recovery and rebuilding customer confidence. Acting as a key liaison between customers and internal stakeholders at Ishida, the Resolutions Engineer plays a crucial role in managing complaints, coordinating rectifications, and supporting engineering teams. This role involves assisting customers via telephone, video calls, Zendesk, and on-site visits to deliver high-quality service and solutions.

Primary Responsibilities

• Manage customer complaints using Zendesk.
• Conduct technical reviews of rectifications.
• Develop resolution plans and provide cost justifications.
• Provide engineering support and resolution consultation.
• Process rectifications within the LN system.
• Conduct technical visits to customer sites.
• Expedite rectification progress to ensure timely resolution.
• Conduct root cause analysis of rectifications.

Oversee corrective and preventative action plans.

What skills are we looking for?

To be successful in this role you must have experience in driving continuous improvements and demonstrate strong communication skills, along with solid knowledge of Ishida products, possess excellent problem-solving and analytical abilities, as well as engineering design experience using SolidWorks and Teamcenter. Attention to detail is essential, along with a strong focus on customer service. You must be capable of diagnosing technical issues and conducting thorough root cause analysis and have the ability to read and interpret engineering drawings is required.

The ideal candidate must be self-motivated, a strong team player, and genuinely passionate about their work. A strong work ethic, sound judgment, and a consistently positive attitude are essential.