Sales Engineer

A.T. Wall - Warwick, RI

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Job Description

A.T. Wall Company (Wall) is based in Warwick, RI and is a wholly-owned subsidiary of ATW Companies. Wall’s history dates back to 1886 when it was founded in Providence, RI as a supplier of metal findings to the Jewelry industry. Wall has developed to become a leading supplier of seamless cold-drawn specialty tubing and stamped metal components. The company is an ISO 9001:2008 registered custom manufacturer who stocks tubular raw material in a broad range of materials and serves customers in demanding markets such as Aerospace, Electronics, Telecommunications and Medical industries. Today, with our state-of-the-art manufacturing facility in Rhode Island, Wall is uniquely positioned to serve the most exacting industrial and scientific requirements of the worldwide marketplace.

In 2011, A.T. Wall acquired Metalform Company, a New Britain, CT based gun magazine manufacturing firm.  The acquisition led to integrating A.T. Wall's experienced, responsive engineering and fabrication team with Metalform's innovative gun magazine manufacturing capabilities.  The team has delivered world-classquality and delivery to the firearms industry, from components to finished goods. 

The Sales Engineer will be acting as a liason between Outside Sales and internal departments (i.e. engineering, production, and quality) and expected to support the general customer development activities for A.T. Wall.

Responsibilities:

  • Liaising with members of the sales, engineering, and operations teams helping in the design of custom-made products and tools. 
  • Provide high quality, timely customer service to result in a positive experience for all customers.
  • Enter sales orders into database per A.T. Wall procedures. Completes all other documents and folders to initiate production process.
  • Assist customers in the selection, demonstration and purchase of all gun magazine products including special orders
  • Gain understanding of all company technologies, including: understanding of market trends, production capabilities, and customer technologies that may satisfy their needs.
  • Create and track customer service ticket through to resolution in CRM software.
  • Prepare and send customer order acknowledgement to customer; sends order information to Manufacturer’s Representatives.
  • Prepare final quote document from quote software for submission to the customer.
  • Strategic contributor on new product launch teams, when introducing new products into production.
  • Provide support for warranty related issues including: missing components, incorrect parts.
  • Process RGAs from receipt to manufacturer return and ensures customer account is credited appropriately.
  • Research information related to job history in database and/or paper files.
  • Create and maintain customer satisfaction surveys.
  • Documents internal department procedures and processes for training manuals.
  • Provide back-up support to the Account Executives as needed
  • Trains back-up personnel to ensure duties are managed during absence.  

 

Skills & Requirements

Qualifications:

  • Bachelor of Science in Mechanical Engineering or equivalent required.
  • Three or more years customer service experience is mandatory. 
  • Excellent communication skills to interface with various levels of the customer team.
  • Technical understanding of firearms is desired (law enforcement, military, sport shooting, etc.).
  • Analytical problem solving skills and resourcefulness is necessary to effectively work through barriers and achieve results. 
  • Ability to travel 25% of the time.

Competencies

Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve relationship; responds to requests for service and assistance; meets commitments.

Interpersonal Skills - Focuses on solving conflict, not blaming; listens to others; keeps emotions under control; remains open to others' ideas and tries new things.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; participates in meetings.

Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; able to read and interpret written information.

Teamwork - Balances team and individual responsibilities; contributes to building a positive team spirit; supports everyone's efforts to succeed.

Cost Consciousness - Develops and implements cost saving measures; conserves organizational

Quality - Demonstrates accuracy and thoroughness; applies feedback to improve performance; monitors own work to ensure quality.

Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.

Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; completes tasks on time or notifies appropriate person with an alternate plan.

Initiative - Volunteers readily; seeks increased responsibilities; asks for and offers help when needed.

 

WORK ENVIRONMENT:

  • A portion of work time is spent in a warehouse and/or production floor where temperatures maybe warm in summer months and cool in winter months; dust is present and noise level can be moderate to high.
  • PPE - as required, hearing aids, appropriate footwear and safety glasses.