Service Engineer II

Under moderate supervision, provide intermediate technical service and support to Machine Tool Builders (MTBs), dealers, and end-users through on-site service and high-volume call center support. The role requires strong customer service, accurate case documentation, effective scheduling, and timely follow-through to support customer uptime.

• Provide technical service and support to customers, including MTBs, dealers, and end-users.
• Provide on-site service at customer facilities using learned knowledge and experience of electro-mechanical assemblies, system operations, programming, and equipment diagnostics.
• Log in as an agent in the high-volume call center to support customer requests while meeting department goals for time to answer and total log-in time.
• Provide responsive customer support through phone, email, text, chat, and other communication channels.
• Enter all technical claims, service activity, follow-ups, opportunities, and other customer-related inquiries into the designated CRM or case-management database while maintaining data integrity.
• Maintain accurate, timely, and compliance-conscious records of daily events to support utilization goals, reporting, and customer follow-through.
• Coordinate customer appointments, service-call schedules, travel, and follow-up activities in a fast-paced environment.
• Diagnose equipment breakdowns using knowledge of machinery and other automated systems to maintain customer uptime.
• Install components, software, and solutions offered by MEAU using knowledge of programming, calibration, tuning, rebuilding, and maintenance of customer equipment in the field.
• Support in-house diagnostic systems, including simulators, programming systems, tools, and related resources.
• Present and sell value-added services (VAS) that help customers achieve their uptime goals, including CloudCNC, extended warranties, optional functions, machine tuning, control and system upgrades, and training.
• Promote all Mitsubishi products and support key initiatives to achieve strategic imperatives.
• Determine, order, and replace parts as necessary; maintain van stock inventory by following up on and creating returns for defective and unused parts.
• Participate in company training programs and pass required exams at satisfactory levels.
• Create and update technical documentation.
• Provide feedback and highlight design-improvement opportunities to Technical Support Engineers.
• Fully participate in and complete all company surveys.
• Provide management with feedback regarding newly identified issues.
• Follow up on completed service calls to gauge customer satisfaction and document praise, complaints, and resolution details in the current database.
• Coordinate with Senior Engineers and follow their technical direction and support guidance.
• Perform other duties as assigned.

None

Up to 80% travel based on customer demand, primarily within the assigned region.

• Bachelor of Science in Electrical Engineering Technology or equivalent, or 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 voltmeters, oscilloscopes, and other test and measuring equipment.
• Ability to read and understand technical documentation, including schematics, logic, and procedures.
• Computer proficiency, including Microsoft Office applications such as Outlook, Word, and Excel.
• Experience using CRM, case-management, or other recordkeeping systems with a strong focus on data accuracy and follow-through.
• Strong verbal and written communication skills, including professional phone, email, and customer-facing communication.
• Ability to coordinate schedules, appointments, travel, and competing priorities in a fast-paced environment.
• Experience handling confidential or sensitive information with professionalism and discretion.
• Experience working in a customer-focused, team-oriented environment.

• Experience with Computerized Numerical Control (CNC) products preferred.
• Experience with robots and their operation is a plus.
• Experience with factory automation is a plus.
• Additional field-service experience is a plus.
• Experience with AC and DC motion controllers and programmable logic controllers (PLCs) is a plus.
• Experience in a high-volume customer…