Customer Engineer

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Job Description

Location: Remote

Covalent Metrology is seeking an experienced Customer Engineer (CE) to contribute to our customer’s success by providing effective solutions to solve complex problems.

Position Responsibilities

  • New Customer Support and Onboarding:
    • Respond to inbound customer inquiries
    • Support outbound sales when qualified leads are identified and ready for outreach
    • Field extremely diverse range of customer questions across diverse fields about Covalent’s offerings and products
    • Provide basic assessment and interpretation of the inquiry, qualifying it to the relevant general analytical technique to determine if it is a qualified opportunity
    • Document SOWs with supporting documents, images, context, and information – while introducing the customer to Covalent and our capabilities, how we deliver and why
    • Enlist Covalent technical experts when necessary to scope a project and assist in developing a customer materials requirement form (MRF)
    • Prepare customer quotes, secure internal approval and communicate with the customer to revise / negotiate
    • Facilitate new customer Covalent account set-up and onboarding
  • Project Management
    • Communicate cross functionally regarding specific project instructions, sample logistics, scope of work, and customer preferences
    • Solve customer problems by serving as liaison between customers and internal teams
  • Account Management
    • Develop collaborative and consultative relationships with existing customers while promoting growth of the overall Covalent relationship with proactive customer outreach and communication
    • Build data informed account development action plan based on forecasted goals & objectives
    • Participate and inform select strategic account engagements for identified high potential accounts
    • Comfort in the technology enabled client sales and service environment. The CE will be supporting clients in real-time on the website; utilizing CRM (Salesforce) to manage their fast-moving client opportunities / accounts

Desired Qualifications

  • BS in a STEM field and 1-3 years of tech sales experience or BS in a related discipline and 3-5 years of experience in a technical sales role
  • Excellent communication skills and a track record of building genuine customer relationships
  • Basic technical familiarity with analytical techniques Covalent offers – technique and instrument operation principles and application
  • Ability to work full time and is a self-starter who thrives in a fast-paced environment as customers expect 1-2 hours response time during normal business hours
  • High organizational capabilities and ability to adapt to our growing business
  • Comfortable and efficient with Slack, Outlook, Salesforce CRM, Zoom and more.
  • Role is remote, but incumbent must work closely with a team in the Pacific time zone.
  • Exact hours may vary depending on client needs; an ability to flexibly respond to client inquiries beyond a fixed 8-5 workday is required

Covalent is an Equal Opportunity Employer and encourages candidates with diverse experience sets to apply.

Covalent participates in E-Verify.

More About Covalent

Covalent Metrology’s mission is to level the playing field and ensure that clients of all sizes have access to outstanding data generated quickly and cost-effectively. High quality experimental data is the lifeblood of any successful commercial R&D program. Too many companies operate blindly without critical data because the proper tool is not available in-house and sending samples out to service labs can be slow, frustrating, and expensive. Data that is generated in-house can be unreliable or imprecise if tools are not properly calibrated, are obsolete, in disrepair or not properly operated.

Covalent’s Analytical Services and Metrology Partners units are open for business and on a mission to provide and enable better, faster, and cheaper data for every client. Covalent now has over 500 customers in 20+ industries and a new 24,000 ft lab in Sunnyvale, CA houses >$10M in state-of-the-art analytical instrumentation.