Engineering Analyst II, Customer Support Engineering
Work Mode:Remote
Location:?Remote - Atlanta, GA
Opportunity
Bring together engineering judgment, quality expertise, and a strong customer mindset to resolve complex field issues and strengthen the customer experience. You will serve as a trusted technical partner for high-profile commercial accounts, sales teams, distributors, contractors, and consumers?supporting both post-sale needs and future project opportunities.
In this role, you will turn field insights into action. By analyzing product and installation data, coordinating corrective actions, and communicating clear recommendations, you will help improve products, processes, and services while reinforcing Kohler?s reputation for quality.
Key Responsibilities:
Resolve customer quality issues
- Review defective material at key non-allowance wholesale distributor locations, classify claims accurately, and collect field data that supports corrective action in manufacturing and design.
- Investigate quality concerns in customer homes and support larger product- and labor-related claims initiated through Kohler Technical.
- Review and approve or deny sales goodwill expenditures over $500 and all concealed-damage claims.
- Quickly develop resolution options, make sound recommendations, and coordinate corrective actions and engineering requests.
Strengthen customer and sales partnerships
- Provide proactive quality and technical support to the Sales organization, including new-growth and business-development initiatives.
- Build trusted relationships with wholesale distributors, contractors, consumers, and key commercial accounts.
- Support allowance customers with larger quality issues and help differentiate the Kohler quality experience from the competition.
- Communicate clearly with varied audiences, keep stakeholders informed, and adapt your approach as situations change.
Prevent issues through field engagement
- Proactively visit large jobsites to answer product questions, identify risks, and help prevent claims and customer dissatisfaction.
- Deliver installation, handling, and storage training at jobsites, with particular emphasis on Vikrell products for allowance and non-allowance customers.
- Translate observations from the field into practical recommendations for customers, sales teams, manufacturing, and design partners.
Drive engineering and process improvement
- Analyze field data and complex, sometimes contradictory information to identify trends, determine root causes, and recommend effective solutions.
- Support engineering inspections, testing, implementation, and validation activities; document findings and recommend remedial actions needed to meet specifications and applicable requirements.
- Contribute to engineering drawings, specifications, and process-design activities that improve products, manufacturing methods, equipment, and customer outcomes.
- Support plant improvement projects by providing customer feedback and field evidence, implementing improvements, and assessing results.
- Apply relevant engineering technology, methods, tools, processes, and software to build, evaluate, and refine solutions.
Deliver projects with discipline
- Provide comprehensive, detailed support in the execution of projects and programs, serving in a primary or secondary role based on scope.
- Develop and manage action plans, schedules, critical paths, dependencies, resources, and milestones to support timely completion.
- Identify, assess, prioritize, and mitigate project and operational risks; escalate issues when appropriate.
- See the broader business context, make persuasive recommendations based on results, and follow through on commitments.
- Champion and clearly communicate management strategies and goals across the business.
Build capability
- Share project-management practices and tools, provide technical guidance where appropriate, and mentor lower-level analysts.
- Maintain current knowledge of relevant technology, regulations, policies, and industry practices through ongoing learning, training, and coaching.
- Continuously improve how work gets done by evaluating processes, sharing analysis with stakeholders, and implementing practical improvements.
Skills/Requirements
- Bachelor?s degree in Engineering, Engineering Technology or Computer Science required.
- Relevant experience supporting engineering, quality, manufacturing, customer service, or operational systems.
- Ability to travel 50?75% and work remotely from the Atlanta market.
- English/Spanish bilingual capability preferred.
- Working knowledge of engineering technology, design, build, testing, specifications, implementation, and technical operations support.
- Ability to collect and analyze data, prepare clear reports, translate user needs into business requirements, and apply policies and regulations.
- Ability to independently resolve operational problems while recognizing when guidance or escalation is appropriate.
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Why Choose Kohler?
We empower each associate to #BecomeMoreAtKohler with a competitive total rewards package to support your health and wellbeing, access to career growth and development opportunities, a diverse and inclusive workplace, and a strong culture of innovation. With more than 30,000 bold leaders across the globe, we?re driving meaningful change in our mission to help people live gracious, healthy, and sustainable lives.
About Us
It is Kohler?s policy to recruit, hire, and promote qualified applicants without regard to race, creed, religion, age, sex, sexual orientation, gender identity or expression, marital status, national origin, disability or status as a protected veteran. If, as an individual with a disability, you need reasonable accommodation during the recruitment process, please contact . Kohler Co. is an equal opportunity/affirmative action employer.
