Service Engineering Specialist II

Description

About WEG Electric Corp.

WEG is the largest industrial electric motor manufacturer in the Americas and one of the world's largest electric motor manufacturers, producing more than 21 million units annually. Founded in 1961, WEG operates mainly in the capital goods sector, with five main businesses:
Motors, Energy, Automation, Coatings, and Transmission & Distribution, and provides global solutions for electric motors, variable frequency drives, soft starters, controls, panels, transformers, and generators. The US corporate office is in Duluth, GA, with manufacturing units in Minnesota, Indiana, and Missouri, and over 30,000 employees worldwide.

About This Role

WEG Electric Corp. has an exciting opportunity for a Service Engineering Specialist II to join our team in Duluth, GA.

The Service Engineering Specialist II serves as a primary point of contact for aftermarket technical support, warranty administration, and service-related inquiries supporting WEG products and customers. This role works directly with customers, distributors, service centers, field service personnel, and internal teams to provide technical guidance, evaluate warranty claims, coordinate repairs, and resolve product-related issues.

The ideal candidate combines strong technical troubleshooting skills with a customer-focused approach and the ability to manage multiple service requests. This position plays a key role in ensuring timely issue resolution, maintaining customer satisfaction, and supporting continuous improvement efforts across service and quality functions.

• Operate with limited supervision while managing multiple customer service and technical support cases.
• Provide technical support to customers, distributors, service centers, and end users via phone and email.
• Analyze and troubleshoot product issues and provide technical recommendations to resolve them.
• Evaluate warranty eligibility and process warranty-related claims in accordance with company policies.
• Analyze customer complaints from both technical and commercial perspectives.
• Maintain regular communication with customers regarding the status of service requests, warranty claims, repairs, and corrective actions.
• Coordinate field service activities and site visits in partnership with the Field Service Supervisor.
• Support customers with product startup and basic operational troubleshooting as needed.
• Coordinate product repairs, modifications, corrective actions, and return material authorizations.
• Issue credits, replacement requests, and factory claims to reimburse approved warranty expenses.
• Collaborate with Quality, Engineering, Sales, Operations, and other departments to resolve service, warranty, and customer support issues.
• Provide the Quality Lab and Engineering teams with technical data and customer feedback to support root cause investigations and product improvements.
• Maintain accurate, detailed documentation of customer interactions, troubleshooting activities, warranty claims, and service records in company systems.
• Review schematics, technical drawings, service manuals, and product documentation to support issue resolution.
• Escalate complex cases to supervisors, managers, or specialized technical resources as appropriate.
• Assist in training customers, service partners, and team members on product applications and technical support processes.
• Perform additional duties and special projects as assigned.

• High School Diploma or GED required.
• Associate Degree in Electrical Technology, Electronics, Industrial Technology, or related field preferred.

• 4+ years of experience in customer service, technical support, warranty administration, field service coordination, or a related technical support role.
• Strong…