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

• 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.

• Up to 80% travel based on customer demand, primarily with assigned region.

• BSEET or equivalent related experience.
• 3-6 years of experience in field service for industrial automation.
• Knowledge of and experience using…