Sr Customer Experience Engineer

Job Description:
The Senior Customer Experience Engineer serves as a technical expert and trusted advisor, combining advanced engineering knowledge with strategic customer engagement. This position leads high-impact customer experiences, technical training, executive briefings, facility tours, and industry events that demonstrate the organization’s engineering and manufacturing capabilities. The role provides technical leadership for complex customer interactions and collaborates across engineering, sales, marketing, operations, product management, and leadership teams to strengthen customer relationships and support business objectives. The Senior Customer Experience Engineer also serves as a subject matter expert on heating, ventilation, and air conditioning systems, product applications, manufacturing processes, and industry trends.
Primary Duties:

- Leads the development and execution of customer experience strategies for customer visits, executive briefings, facility tours, technical training programs, trade shows, and industry events.
- Serves as a technical subject matter expert and trusted advisor for customers and internal stakeholders, providing guidance on complex systems, applications, manufacturing processes, and technical solutions.
- Leads advanced technical presentations, product demonstrations, application training, and executive-level customer discussions for technical and non-technical audiences.
- Develops customized customer engagement strategies based on business objectives, technical requirements, market opportunities, and strategic account needs.
- Provides technical leadership during complex customer engagements, competitive evaluations, and discussions involving product applications, system design, and manufacturing capabilities.
- Collaborates across engineering, sales, product management, marketing, operations, and leadership functions to align customer engagement strategies with organizational objectives.
- Advises leadership on customer trends, market conditions, competitive intelligence, and opportunities to improve the customer experience.
- Mentors and provides technical guidance to team members on customer engagement, presentation delivery, technical content, and related best practices.

Primary duties may include, but are not limited to:

- Leads the development and review of technical training materials, presentations, customer communications, sales collateral, and other customer engagement resources.
- Evaluates customer feedback, engagement data, and business outcomes to identify opportunities for continuous improvement.
- Represents the organization at customer locations, industry conferences, trade shows, and strategic events.
- Supports strategic customer accounts and participates in executive-level customer engagements.
- Performs other duties as assigned.

Job Requirements

Education and Experience Requirements:

- Requires a Bachelor’s degree in Engineering or a related discipline;
- 8+ years of experience in engineering, product engineering, applications engineering, technical sales, customer experience, or a related technical field, including experience supporting customer-facing technical engagements;
- or any combination of education and experience, which would provide an equivalent background.
- Experience presenting technical information to customers, engineering firms, contractors, distributors, executive leadership teams, and large groups preferred.

Knowledge, Skills, and Abilities:

- Advanced knowledge of heating, ventilation, and air conditioning systems, controls, applications, system design principles, manufacturing processes, and industry trends.
- Advanced ability to communicate complex technical concepts effectively to technical and non-technical audiences.
- Strong consultative and relationship-building skills with the ability to influence customers and internal stakeholders.
- Proven ability to lead complex customer engagements and facilitate executive-level discussions.
- Strong presentation, facilitation, and public-speaking skills.
- Ability to analyze technical and business requirements and develop customized customer engagement solutions.
- Demonstrated project leadership and cross-functional collaboration skills.
- Strong business acumen with the ability to align customer experience initiatives with organizational objectives.
- Ability to analyze customer feedback, engagement information, and market trends to identify improvement opportunities.
- Excellent written communication, technical documentation, and content-development skills.
- Ability to mentor and provide technical guidance to less experienced team members.
- Proficiency with presentation technologies, customer engagement tools, and data analysis platforms.

Essential and Physical Functions:

- Frequent standing, walking, climbing, and movement throughout manufacturing facilities, training environments, customer locations, and event venues.
- Ability to lift up to 25 lbs. occasionally for event setup, demonstration equipment, and presentation materials.
- Use of fine and gross motor skills to operate presentation equipment, demonstration tools, and computer systems.
- Ability to communicate effectively and deliver technical presentations to individuals and groups in a variety of settings.
- Ability to travel approximately 20–30%, including overnight travel, to support customer visits, strategic accounts, training events, and industry conferences.
- Ability to work occasional evenings and weekends to support customer events and business needs.

Work Environment:

- Work is performed in a combination of office, manufacturing, training, customer, and event environments.
- Regular travel to customer locations, manufacturing facilities, trade shows, conferences, and other business events is required.
- Manufacturing environments may include exposure to elevated noise levels, moving mechanical equipment, varying temperatures, and other conditions associated with an active production environment.
- Personal protective equipment may be required when working in designated manufacturing or customer environments.
- Requires frequent interaction and collaboration with customers, technical professionals, business partners, and employees across multiple organizational functions.

Disclaimer:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at a time with or without notice. This job description is not an exhaustive list of all functions that the employee may be required to perform, and the employee may be required to perform additional functions. The company reserves the right to revise this job description at any time. The employee must be able to perform the essential functions of the position satisfactorily. If requested, reasonable accommodations may be made to enable employees with disabilities to perform the essential functions of the job, absent undue hardship.

Benefits and Compensation Summary:

We take care of our people. We offer competitive compensation and robust benefits to all full-time team members, including:

- Tuition reimbursement
- Paid time-off
- Paid holidays
- Healthcare insurance & Health Savings Accounts
- Profit sharing or Annual Incentive Plan Bonus
- Premium 401(k) plan