Service Engineer II

POSITION SUMMARY

Under moderate supervision, provide intermediate technical service and support to the Machine Tool Builders (MTBs), dealers, and end-users through on-site service and call center support.

POSITION DUTIES AND RESPONSIBILITIES

· Provide technical service and support to our customers, including MTBs, dealers, and end-users.

· On-Site service at customer facilities using learned knowledge and experience of electro-mechanical assemblies, system operations, programming, and diagnosing of equipment problems.

· Log in as an agent in our high-volume call center to support customer requests while upholding department goals for time to answer and total log-in time.

· Call center support includes, but not limited to, Phone support, email, text, chat, etc.

· Enter all technical claims, service activity, follow ups, opportunities, and other customer related inquiries into the database, while maintaining data integrity.

· Maintain accurate details of daily events to support our utilized goals.

· Diagnose equipment breakdowns where knowledge of machinery and other automated systems is used to maintain customer uptime.

· Install components, software and solutions offered by MEAU using knowledge of programming, calibrating, tuning, rebuilding and maintaining customer’s equipment in the field.

· Support the in-house systems for diagnostics such as simulators, programming systems, tools, etc.

· Present and sell to customers our value-added services (VAS) to help accomplish their uptime goals; CloudCNC, extended warranties, optional functions, machine tuning, control/system upgrades, training.

· Promote all Mitsubishi products and support key initiatives to achieve our strategic imperatives.

· Determine, order, and replace parts as necessary while maintaining Van stock inventory by following up and creating returns for defective and unused parts returns.

· Participate in company training programs and passing exams with satisfactory levels.

· Create and/or update technical documentation.

· Provide feedback and highlight areas of improvement in design to Technical Support Engineers.

· Full participation and completion of all surveys from the company.

· Provide feedback to management for newly found issues.

· Follow up on performed service calls to gage customer satisfaction.

· Enter all praises and complaints into our current database

· Coordinate with and take instruction/support advice from Senior Engineers.

· Perform other Duties as assigned.

Supervisory / Managerial Responsibilities

· None

Travel Requirements

· Up to 80% travel based on customer demand, primarily with assigned region.

ESSENTIAL EDUCATION, SKILLS AND EXPERIENCE

· BSEET or equivalent related experience.

· 3-6 years of experience in field service for industrial automation.

· Knowledge of and experience using electrical and mechanical tools for machine repair.

· Hands-on experience using volt meters, oscilloscopes, and other test / measuring equipment.

· Ability to read and understand technical documentation: schematics, logic, procedures, etc.

· Computer proficiency – knowledge of MS Office (Outlook, Word, Excel).

· Experience working in a customer focused & team-oriented environment.

BENEFICIAL EDUCATION, SKILLS AND EXPERIENCE

· Experience in Computerized Numeric Controls (CNC’s) products preferred.

· Experience with robots and how they operate is a plus.

· Experience with Factory automation is a plus.

· Experience in field service is a plus.

· Experience in motion controllers (AC and DC) and programmable logic controllers (PLC’s) is a plus.

PHYSICAL, ENVIRONMENTAL, COGNITIVE REQUIREMENTS

· Must possess a mechanical aptitude.

· Perform a hands-on role in an industrial environment, including but not limited to the ability to:

- Wear proper safety attire, maneuver into tight locations, regularly lift and carry up to 50 pounds, stand on hard surfaces.

- Ability to bend, stretch, squat, and climb in various areas, including tight and confined spaces.

- Navigate a plant environment.

- Move about to accomplish tasks or moving from one worksite to another.

- Work around moving equipment and operate machinery and /or power tools.

· Must be physically able to regularly travel, including the ability to:

- Sit for extended periods of time for the purposes of travel.

- Operate a motor vehicle for both short and long distances.

- Fly via commercial flights, both nationally and internationally as needed.

- Stay overnight in hotels as needed.

· Be able to respond and travel quickly , with little notice, for emergencies.

· Able to work potential overtime/extended hours.

· Ability to organize and prioritize working activities.

· Ability to analyze and diagnose problems and work independently to solve them.

· Ability to meet tight deadlines.

· Fast-paced daily work output.

· Detail oriented and extremely accurate.

· Excessive noise, vibrations, sensory conditions.

· Strong verbal and written communication skills to communicate with and maintain effective relationships with customers and colleagues.

· Ability to sell value added services to customers.

· Strong organization skills for arranging travel plans and service call schedule.

· Ability to be “on call” to meet customer’s service needs as they arise.

Required Experience

• BSEET or equivalent related experience
• 0-3 years experience in field service for industrial automation