Customer Engineering Support (CES) – Specialist

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1. Role Overview

The CES Specialist is a field-based technical role in Customer Engineering Support (CES) which falls in the Quality Domain of Michelin.

The Specialist covers five areas: capturing how our products are used, giving technical advice, market surveillance, claim management and field surveys.

2. Key Responsibilities

• Capture Usage: Collect data in the field on how our products and associated services are used and how they perform, in order to improve our offer and identify risks.
• Give Advice: Provide technical support to customers, internal stakeholders and the Marketing & Sales teams, to promote the benefits our products and services bring to customers, add technical value and reduce risk.
• Market Surveillance: Monitor the market and the field performance of our products and services against the competition. Report weak signals (early warning signs) and alerts, including copycats (copies of our products or services). Put corrective actions in place and carry out market interventions when needed.
• Claim Management: Help resolve customer complaints, balancing customer focus with protecting the company. If formally delegated, handle product liability matters and minor disputes involving tyres and associated services, under the responsibility of the Product Liability Correspondent.
• Field Surveys: Depending on the product domain, find suitable customer fleets, agree terms, and set up and follow field surveys. The aim is to improve the quality of our products and services and to manage remaining risks on new technologies or designs.

3. Key Expected Results

• Field usage and performance studies defined, led and carried out (for example end-of-life tyre examinations, usage characterization and performance measurement plans), with summary reports on the results, including for current market products and field surveys.
• Good-quality collection of customer claims: claims are handled correctly by the sales force and the information collected reflects what actually happened in the field.
• Alert reports sent to the central Risk Analysis team.
• Reports on minor litigation cases, where delegated and outside North America.
• Technical advice and training for the sales force and for external customers.
• Technical demonstrations at commercial product launch events.
• On-the-job training and tutoring for new CES team members.