Sr. Service Engineer

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

• Provide technical service and support via on-site service at customer facilities using learned knowledge and experience of electro-mechanical assemblies, system operations, programming, and equipment diagnostics.
• Log in as a call center agent to support customer requests via phone support, email, text, chat, etc. while upholding department goals for time to answer and total log-in time.
• 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.
• Maintain accurate details of daily events to support our utilized goals.
• Enter all technical claims, service activity, follow ups, opportunities, and other customer related inquiries into the database, while maintaining data integrity.
• 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
• Perform other Duties as assigned.

ESSENTIAL EDUCATION, SKILLS AND EXPERIENCE

• BSEET or equivalent related experience.
• 6+ years of experience in field service for industrial automation.
• Experience in Computerized Numeric Controls (CNC) products, Motion Controllers, programmable logic controllers (PLCs)
• Knowledge of and experience using electrical and mechanical tools for machine repair.
• Hands-on experience using volt meters, oscilloscopes, and other test and 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.

ESSENTIAL EDUCATION, SKILLS AND EXPERIENCE

• Experience with VFD is a strong plus
• Experience with robots and how they operate is a plus.
• Experience with Factory automation is a plus.