Customer Experience Engineer

About the role

The Customer Experience Engineer bridges technical expertise with customer engagement to enhance the overall customer journey. This role supports the development and delivery of personalized, technically accurate experiences during customer visits, training sessions, and promotional events. By translating complex engineering concepts into accessible messaging, the position contributes to increased customer satisfaction, brand loyalty, and business growth.

Job Qualifications

• Designs and delivers engaging customer experiences during on-site visits, plant tours, off-site events, and training sessions.
• Develops and executes plans for pre-visit preparation, on-site engagement, and post-visit follow-up to maximize the impact of customer interactions.
• Personalizes customer experiences based on business needs, product history, and previous interactions.
• Collaborates with internal teams to ensure consistent messaging and alignment throughout the customer journey.
• Collects and analyzes customer feedback to identify areas for improvement.
• Prepares and presents technical demonstrations that highlight product advantages and manufacturing capabilities.
• Develops and reviews technical content for sales and marketing materials, ensuring clarity and accuracy.
• Supports trade shows and customer events with technical presentations and product insights.
• Contributes to the improvement of displays and exhibits in customer-facing environments.
• Performs other duties as assigned.

Job Requirements

Requires a Bachelor's degree in Engineering; 5+ years of experience in HVAC or a related technical field, with experience in customer engagement, sales support, or technical marketing preferred or any combination of education and experience, which would provide an equivalent background.

Knowledge, Skills, and Abilities

• Strong communication and presentation skills.
• Ability to explain complex technical concepts in customer-friendly language.
• Customer-focused mindset with a passion for creating memorable experiences.
• Strong writing, organizational, and project coordination skills.
• Analytical skills for interpreting customer feedback and experience data.
• Working knowledge of HVAC systems, manufacturing processes, and competitive products.

Essential functions include

• Frequent standing, walking, and climbing during plant tours and customer visits.
• Ability to lift up to 25 lbs. occasionally for event setup or demonstration equipment.
• Use of fine and gross motor skills for handling presentation tools and materials.
• Ability to travel and adapt to various physical environments during off-site events.