Engineer, Service

Under supervision, provide technical service and support to the Machine Tool Builders (MTB’s), dealers, and end-users through telephone, on-line and on-site service.

• Provide technical service and support to our customers, including: MTBs, dealers, and end-users via:
• On-Site service at customer facilities using learned knowledge and experience of electro-mechanical assemblies, system operations, programming, and diagnosing of equipment problems
• In-House telephone support using an automated call distribution network (ACD) with heavy call volume maintaining department goals for time to answer and total log-in time
• Communicate with customers in e-mail, on-line chat and internal technical forums
• Diagnose equipment breakdowns where knowledge of machinery and other automated systems is used to maintain customer UPTIME
• Install 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
• Support the in-house systems for diagnostics such as simulators, programming systems, tools, etc.
• Present and sell customers our value-added services (VAS) to help accomplish their UPTIME goals;
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  CNC, extended warranties, optional functions, machine tuning, control upgrades, training, etc.
• Promote the sales of spare parts to customers which would further assist in their machine UPTIME
• Determine, order, and replace parts as necessary while maintaining the consignment inventory account by following up on the defective and unused parts returns
• Enter all technical claims, service activity, follow ups, and other customer related inquiries into the database, while maintaining data integrity
• Support the business operations including:
• Participating in company training programs whereby passing with satisfactory levels
• Create and/or update technical documentation
• Feedback areas of improvement in design to Technical Support Engineers
• Full participation and completion of all surveys from the company
• Feedback to management for newly found issues
• Follow up on performed service calls and open technical support claims using established database via company phone and e-mail systems
• Cooperate with and take instruction/support advice from Senior Engineers

• 60-80% travel based on customer demand, primarily within the assigned region.

• BSEET or equivalent related experience
• 0-3 years of experience in field service for industrial automation
• Ability to sell value added services to customers
• Knowledgeable on electrical and mechanical tools for machine repair
• Mechanical aptitude
• Hands‑on knowledge of volt meters, oscilloscopes, and other test / measuring equipment
• Ability to read and understand technical documentation: schematics, logic, procedures, etc.
• Strong verbal and written communication skills to communicate with and maintain effective relationships with customers and colleagues
• Organization skills for arranging travel plans and service call schedule
• Ability to travel by car and plane to on‑site service calls
• Flexibility to travel with limited notice to meet customer’s expectations
• Ability to perform a hands‑on role in an industrial environment, including but not limited to: wearing of proper safety attire, maneuvering into tight locations, occasional heavy lifting and carrying, standing on hard surfaces, and knowledgeable on electrical and mechanical tools for machine repairs
• Team orientation
• Computer proficiency – knowledge of MS Office (Outlook, Word, Excel)

• Experience in Computerized Numeric Controls (CNC’s) products preferred
• Experience with robots and how they operate is a plus
• Experience in motion controllers (AC and DC) and programmable logic controllers (PLC’s) is a plus
• Experience in field service is a plus

• Moving self in different positions in various environments including tight and confined places.
• Must be able to travel to offsite assignments
• Must be able to physically access and inspect all areas of machinery
• Must be able to…