Application Engineer

Title: Esprit Applications Engineer

Objectives:

Customer service is the foundation of our company’s success and although we segment tasks and duties below, we put customers first when issues or problems arise. To achieve success, we must work as a team to get the right people involved to solve problems or provide opportunities for our

customers to improve. Prompt and efficient internal and external communication is the foundation for our team to provide exceptional customer service and strive to become Hexagon’s top CAM partner.

Your focus on our team would be in these areas – ESPRIT 2K, ESPRIT EDGE,

pre-sales, support, training, and special projects. We would also like to keep the theme of continuous learning and hear from you on the areas of most interest for additional skills, by picking additional technologies from our lineups. You will need to provide support, training, and consulting on a flexible schedule over the web or on-site. On-site visits, partner visits, and nurturing calls to customers will be part of the regular schedule. Most onsite customer

engagements are 3 days in length, where we would try to minimize travel on weekends as much as possible. There are months when multiple customer visits may be required. There will also be months where there is no travel.

To work as an effective team, it will require documentation in PMT systems.

There will also be opportunities to create short videos and knowledge base

articles that can be used for multiple purposes (who starts and finishes

videos or articles may differ from time to time). You will be expected to

leverage and put relevant customer information into all PMT business

systems regarding customer interaction. Internal documents, such as best

practices or support procedures are written as needed. External

documents, such as training materials, consulting reports, and project

management notes will be requested as needed. To that extent, recording

and reporting travel expenses in a timely manner is your responsibility,

where we leverage Expensify to make this as easy as possible. PMT has

access to partners that have facilities across the US, which may be leveraged.

There will be some trips to office locations to meet with the extended team.

As new technology, processes, and solutions are brought to the team, you

are expected to embrace change and help guide the company to the best

possible outcomes.

Pre-Sales demonstrations will be needed to successfully add new clients to

PM-Technologies. Marketing has become more and more of a function of the

entire company to produce content, success stories, highlight advantages

over our competitors, and pursue positive survey results. We expect you to

seek customer feedback and input, and to help PMT tell the world about the

great results achieved. You will be encouraged to produce and/or provide

social media information.

Detailed Responsibilities

• Learn all aspects of ESPRIT/EDGE and the related materials, work

together with the team to create training materials (video, curriculum,

slides, support articles, written resources, etc.), and deliver high quality

support and training for customers on these solutions.

• Provide best-in-class customer service, by working closely with the

extended team, which includes keeping notes of all customer

interactions in CRM systems to keep everyone in synch.

• Learn additional solutions (TBD based on your interests that match PM-

Technology’s needs, but mentioned in section above), to be able to

provide services on a timely basis. Build the relationship with the

Hexagon team into partnership to achieve common customer goals and

objectives in a coordinated and timely manner.

• Assess and deliver recommendations to improve PMT processes,

procedures, and infrastructure. Improvements for the company will naturally flow from the processes set up and leveraged during your

customer engagements.

Perform customer health checks and document key next steps for the

sales team to execute in PMT software systems. Develop your skills and

customer discussion topics to perform virtual and onsite health checks

that deliver high value to our customers.

• Grow and develop relationships with dedicated Hexagon technical

resources and work together with them to drive high quality services.

• Support technical staff at machine tool partnerships, in coordination

with PMT sales, to win preference for them to position Hexagon CAM

when their CNC customers are in need.

• Assist PMT with the creation of new classes and services, which may

involve writing parts of our training curriculum.

• Continue to expand your skills and capabilities for training with PM-

Technologies, with the goal of being more a true consultant that provides

value in all your customer interactions. Continuously learn more about

these solutions to keep your skills sharp and effective. Learn about

automation and advanced skills so that you can provide superior value

for customers. Become a top trainer by investing in your students,

caring about their results, and mastering your communication skills in

the classroom.

• Learn all the key pre-sales needs for the top PMT products / solutions to

position them with customers effectively.

• Assist with technological upgrades and improvements to training

computers and facilities and recommend new software and hardware

that can benefit the business.

Work Hours: 8AM-5PM PST.

When training onsite or remote, we work the same time zone as the

customer. There may be times when it will be necessary to flex time (start

later, finish work later OR start earlier, finish work earlier) for customers in

the eastern and western half of the US, and this will be planned in most cases

but not all.