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Wiwynn Technology Corporation
Customer-Focus Engineer
Location: Socorro, TX 79927
Reports To: Management
Job Type: Full-Time | Permanent | Salary range:
Schedule: Mon.- Fri.
Language: English | Bilingual (preferred)
The Customer-Focus Engineer serves as the primary IT liaison between customers, business stakeholders, and internal technical teams to successfully deliver customer-facing and internal technology initiatives. This role is responsible for coordinating customer onboarding, systems integration, technical projects, and cross-functional IT implementations while ensuring projects are completed on time, within scope, and aligned with business objectives.
The Customer-Focus Engineer bridges the gap between technical and non-technical stakeholders by translating business requirements into actionable technical solutions, managing project communications, coordinating testing and deployments, and ensuring exceptional customer satisfaction throughout the project lifecycle. This position requires strong project coordination skills, technical understanding of enterprise systems, and the ability to manage multiple priorities in a fast-paced manufacturing environment.
Key Responsibilities:
Customer-Facing Project Management
- Serve as the primary IT technical liaison for customer-driven projects and technology initiatives.
- Coordinate customer onboarding activities involving system integrations, EDI/API connectivity, portal access, and user provisioning.
- Gather, analyze, and document customer technical requirements and translate them into internal project plans.
- Define project scope, timelines, deliverables, and resource requirements in collaboration with technical teams.
- Coordinate User Acceptance Testing (UAT), system validation, and production go-live activities with customer technical teams.
- Provide regular project updates, communicate milestones, manage expectations, and report project status to customers.
- Escalate technical or project issues as necessary and drive timely resolution.
- Ensure successful project completion while maintaining high levels of customer satisfaction.
Internal IT Project Coordination
- Coordinate cross-functional IT initiatives supporting ERP, HR, Finance, Manufacturing, Warehouse, and Logistics systems.
- Manage project intake, planning, execution, testing, deployment, and post-implementation support.
- Facilitate project meetings and maintain detailed documentation including meeting minutes, action items, and project schedules.
- Monitor project progress against timelines, budgets, and key deliverables.
- Maintain project dashboards, risk registers, issue logs, and executive status reports.
- Collaborate with internal stakeholders to ensure technology solutions align with business objectives and operational requirements.
- Support continuous improvement initiatives through structured project execution methodologies.
Business & Technical Solution Coordination
· Gather business and technical requirements from customers and internal departments.
· Develop functional documentation, workflows, and solution specifications.
· Validate technical feasibility with infrastructure, application, ERP, networking, cybersecurity, and development teams before project execution.
· Coordinate solution design reviews and implementation planning sessions.
· Maintain centralized documentation for all active customer and internal initiatives.
· Identify project dependencies and proactively resolve resource conflicts across multiple concurrent projects.
· Ensure project documentation remains accurate and up to date throughout the project lifecycle.
Stakeholder Communication & Collaboration
· Serve as the communication bridge between customers, business units, vendors, and technical teams.
· Translate technical concepts into business-friendly language for non-technical stakeholders.
· Build strong relationships with customers through proactive communication and issue resolution.
· Facilitate cross-functional collaboration across IT, Operations, Engineering, Supply Chain, Procurement, Finance, HR, and Manufacturing.
· Coordinate executive project updates and communicate project risks and mitigation strategies.
Project Governance & Continuous Improvement
- Apply project management best practices throughout project execution.
- Support formal Change Management processes across the Software Development Life Cycle (SDLC).
- Monitor project KPIs including schedule adherence, customer satisfaction, implementation success, and issue resolution.
- Identify opportunities to improve project delivery methodologies and operational efficiency.
- Develop standardized project documentation, templates, and reporting processes.
- Support lessons learned sessions and recommend process improvements following project completion.
Minimum Qualifications
Education
- Bachelor's degree in Information Technology, Computer Science, Information Systems, Engineering, Business Information Systems, or a related discipline.
- Equivalent combination of education and relevant experience may be considered.
Experience
- 1–3 years of experience in IT project coordination, systems integration, technical account management, solution delivery, or related IT project roles.
- Experience coordinating multiple technology projects simultaneously.
- Experience working with cross-functional business and technical teams.
- Manufacturing, warehouse, ERP, or supply chain systems experience is preferred.
- Experience supporting customer-facing technical implementations is highly desirable.
Knowledge, Skills & Competencies
Technical Knowledge
- Understanding of enterprise IT systems and business applications.
- Familiarity with ERP platforms, manufacturing systems, logistics applications, and business process integration.
- Basic understanding of API integrations, Electronic Data Interchange (EDI), authentication, and access management.
- Knowledge of software implementation lifecycles and deployment methodologies.
- Understanding of User Acceptance Testing (UAT) processes.
- Familiarity with IT Service Management (ITSM) concepts and change management practices.
Project Management Skills
- Strong project planning and coordination abilities.
- Experience using project management software such as Microsoft Project, Jira, Smartsheet, Asana, Monday.com, or similar tools.
- Ability to manage multiple concurrent projects with competing priorities.
- Experience maintaining project schedules, status reports, risk logs, and issue trackers.
- Ability to facilitate meetings and drive action items to completion.
Communication & Leadership
- Excellent written and verbal communication skills.
- Strong customer service orientation with exceptional interpersonal skills.
- Ability to effectively communicate with technical and non-technical audiences.
- Strong presentation and meeting facilitation skills.
- Ability to influence cross-functional teams without direct authority.
- Excellent organizational and time management skills.
- Strong analytical thinking and problem-solving abilities.
Preferred Qualifications
- Project Management Professional (PMP) certification.
- Certified Associate in Project Management (CAPM).
- ITIL Foundation certification.
- Experience working in manufacturing or high-volume production environments.
- Experience supporting ERP implementations or enterprise application deployments.
- Knowledge of Lean Manufacturing or Continuous Improvement methodologies.
- Bilingual in English and Spanish.
Physical Requirements:
- Ability to sit and work at a computer for extended periods.
- Occasionally lift up to 25 pounds.
- Ability to travel between office, warehouse, and manufacturing areas as needed.
- May occasionally work outside normal business hours during system upgrades, maintenance windows, or production support activities.
Work Environment:
· Warehouse, production, and office environments.
· Fast-paced, high-growth technology manufacturing setting.
· Frequent interaction with Engineering, Quality, Production, and Supply Chain teams.
· Exposure to warehouse operations, including moving equipment and material handling.
· Moderate noise levels with required use of PPE as applicable.
· Occasional travel to other sites in El Paso, TX and Ciudad Juárez, MX as needed.
Region/Country Specific Details: Must be a US citizen, a permanent resident, or legally authorized to work in the United States of America.
Note: This job description reflects essential functions, it does not prescribe or restrict the number or types of tasks that may be assigned or reassigned during the conduct of business.
ADA / Reasonable Accommodation Statement
Wiwynn is committed to providing reasonable accommodations for qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA). Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position. Applicants or employees who require accommodation should notify Human Resources.
Equal Employment Opportunity (EEO) Statement
Wiwynn is an Equal Opportunity Employer. All employment decisions are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other legally protected status. We are committed to creating an inclusive and diverse workplace.
Pay: From $66,200.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Application Question(s):
- What are salary expectations/requirements?
- Are authorized to work in the United States without Sponsorship?
- Are you fluent in both English and Spanish?
Education:
Work Location: In person
