Technical Service Engineer

Job Description
The Technical Service Engineer is mainly responsible for supporting all BlueScope Coated Products (BCP) facilities as a technical partner and resource for Sales, Customer Experience, Quality, and Operations as well as customers. The incumbent provides training on product and customer requirements, strengthens customer relations, resolves claims in a timely manner, manages quotes and replacement of warranty claims, minimizes the financial impact of non-conforming product and develops continuous improvement projects both internally and with customers. Primary duties include but are not limited to:
Manage the complete claims process from customer initiation through full resolution, including:
Working with BCP’s direct customers and the end users, to investigate all external and warranty claims to reach a satisfactory resolution for all parties. This will include the determination of the root cause, negotiating quotes with contractors for external painting or removal and replacement of panels on site, coordination with supply chain for return and replacement of material and managing the repair process through the full BCP supply chain by coordinating with the Operations, Quality, Customer Experience, and Sales departments.
Analyze product defects, induced by BCP or customer, develop root causes and corrective actions and complete reports to communicate. Work with the operations teams across all sites to insure understanding of root cause and to train on actions to prevent reoccurrence.
Provide training on product and customer requirements and product service improvement related to quality as needed for any BCP facilities.
Assist customers at their site in Rollforming and Slitting applications and carry out onsite training sessions on paint 101 to increase customer knowledge.
Ensure customers have a thorough understanding of BCP’s product and manufacturing capabilities as applicable for any of the seven BCP facilities.
Lead or support continuous improvement initiatives at all levels throughout the organization.
Evaluating customer specifications and analyzing BCP’s capabilities in relation to current and new business (APQP process).