Service Engineer

Job Title:

Service Engineer

Job Description

The Service Engineer provides advanced technical support to field service technicians and customers by troubleshooting and repairing industrial equipment remotely and on-site. This role combines electrical and mechanical diagnostics, customer support, and coordination with internal teams to ensure machines operate reliably and meet performance expectations. The position involves a mix of phone and email support from the facility and periodic travel to customer sites for complex repairs.

Responsibilities

+ Provide remote technical support to field service technicians while they perform repairs, offering step-by-step guidance to resolve complex issues.

+ Support customers directly via phone and email when their machines are not operating, troubleshooting problems and recommending corrective actions.

+ Travel to customer sites to perform complex repairs that require advanced technical knowledge in both electrical and mechanical systems.

+ Document all customer interactions, troubleshooting steps, and guidance provided to ensure accurate service records and knowledge sharing.

+ Collaborate with the sales department to identify and confirm correct part numbers for sales requests and customer quotations.

+ Work closely with the Service Coordinator to develop accurate service quotes, including labor, parts, and travel considerations.

+ Troubleshoot mechanical parts for wear, damage, or failure, and determine appropriate repair or replacement actions.

+ Evaluate electrical components for faults, including damaged wiring, overloads, contractors, PLCs, and drives, and implement effective solutions.

+ Modify and adjust control parameters to ensure machines perform within both customer requirements and manufacturer specifications.

+ Read and interpret electrical schematics and mechanical blueprints to diagnose issues and guide repair activities.

+ Plan and manage travel logistics for scheduled service visits, including coordinating timing, resources, and required parts.

+ Work independently with minimal supervision, managing workload, priorities, and customer expectations effectively.

+ Maintain a strong focus on equipment maintenance, quality, and results, ensuring high levels of customer satisfaction.

+ Develop and maintain productive client relationships through clear communication, professional conduct, and reliable follow-through.

+ Analyze technical information and use sound judgment to make timely decisions that support safe and effective machine operation.

Essential Skills

+ Minimum of 5+ years of experience working on industrial equipment in a service or maintenance capacity.

+ Proven experience troubleshooting electrical systems, including overloads, contractors, PLCs, and drives.

+ Strong mechanical troubleshooting skills with the ability to identify wear, damage, and failures in mechanical components.

+ High level of expertise in reading and interpreting electrical schematics.

+ Strong electronics troubleshooting skills, including diagnosing faulty components and damaged wiring.

+ Ability to read and interpret mechanical blueprints to support diagnosis and repair.

+ Working knowledge of Windows-based systems to support machine interfaces and related software tools.

+ Ability to work independently with little to no supervision, managing tasks and priorities effectively.

+ Strong written and verbal communication skills for clear documentation and customer interaction.

+ Demonstrated ability to analyze information and use sound judgment in troubleshooting and decision-making.

+ Results-driven mindset with a strong focus on quality and equipment reliability.

+ Experience in equipment maintenance and field service support.

Additional

Skills & Qualifications

+ Motivated self-learner who actively seeks to expand technical knowledge and skills.

+ Experience supporting both internal teams and external customers in a service environment.

+ Ability to develop and maintain strong client relationships through professional and responsive service.

+ Comfort working with control parameters and machine performance tuning.

+ Strong organizational skills to support accurate quoting, documentation, and travel planning.

+ Ability to maintain a quality focus while working in a dynamic environment with varying workloads.

Work Environment

This role combines both field and facility-based work. Approximately 30% of the time involves travel to customer sites for on-site service visits, with the expectation of being home on weekends. The remaining 70% of the time is spent working in a facility located in Rockford, providing remote support and performing in-house tasks. The typical workweek ranges from 40 to 60 hours, depending on travel and service demands.

The environment involves working with industrial equipment, electrical systems, and mechanical components, requiring adherence to safety procedures and the use of appropriate tools and diagnostic equipment. The position may involve working around active machinery and in…