Service Engineer II

Service Engineer II

This position will service the greater Salt Lake City area. The position requires 60-80% travel, mostly within region. In this role you will provide technical service and support to our customers onsite and remotely using learned knowledge and experience of electro-mechanical assemblies, system operations, programming, and diagnosing of equipment problems. Additionally, you will be responsible for:

• Installing components and solutions offered by Mitsubishi Electric Factory Automation where knowledge of programming, calibrating, tuning, rebuilding and maintaining customer's equipment in the field is being utilized
• Supporting the in-house systems for diagnostics such as simulators, programming systems, tools, etc.
• Presenting and sell customers our value-added services (VAS) to help accomplish their UPTIME goals;
  CloudCNC, extended warranties, optional functions, machine tuning, control upgrades, training, etc.
• Promoting the sales of spare parts to customers which would further assist in their machine UPTIME
• Entering all technical claims, service activity, follow ups, and other customer related inquiries into the database, while maintaining data integrity
• Cooperating with and take instruction/support advice from Senior Engineers

Essential Functions

· 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.

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.

Benefic…