Customer Support Engineer

Description

Summary / Objective

Responsible for on-site customer troubleshooting, diagnostics, and installation of Injection Mold, Aluminum Extrusion and Die Cast machines. Strong understanding of industrial machinery, electrical principals, mechanical concepts, and precision mechanical components.

Essential Functions

• Supervise installation of new machines or new parts.
• Complete final acceptance testing of new machines.
• Train customers and service technicians on operation of machines.
• Troubleshoot and repair customer machine problems via phone and/or on site.
• Understands, utilizes, and maintains technical and precision measurement testing equipment.
• Ability to construct machine components as needed for customer specific jobs.
• Ability to read blueprints, technical manuals, and schematics.
• Ability to work with pneumatics, hydraulics, and electrical machinery.
• Ability to complete technical reports in Excel, Word, and PowerPoint.

Work Environment

This job operates in a professional office environment and a manufacturing environment. In the office environment, this position routinely uses standard office equipment such as computers, phones, photocopiers, printers, and filing cabinets. The manufacturing environment is often loud, and is subject to seasonal temperature changes. The employee is regularly exposed to heavy machinery (overhead cranes, forklifts and IM/DC/EX machines), moving mechanical parts and is occasionally exposed to risk of electrical shock and mechanical vibration.

Customer facilities may not always have high safety standards like UMI, so employees in this position are expected to remain vigilant and be responsible for their own safety. This means knowing what PPE to wear, and ensuring that any employee entering specific work areas wear PPE appropriate to the area.

Physical Demands

This position requires employees to climb on top of machines, inside machines (confined spaces) and regularly lift loads weighing 50 pounds or more. Employees must be able to kneel, stand, walk and use hands for extended periods of time.

Requirements

Minimum Qualifications

• Associate’s Degree or two to three years related experience and/or training, or combination of education and experience.
• Working knowledge of hydraulics, practical electrical engineering, and general knowledge of mechanical theory.
• Strong oral and written communication skills.
• Unexpired state issued driver license.

Preferred Qualifications

• Program Logic Control (PLC) experience.
• Mechanical background.
• Previous customer service experience.

Travel / Work Authorization

• Travel schedule varies; 50%– 75% travel required.
• May need to travel customer sites to help with the installation, including rigging and assembly of machines as well as provide on-site training to customers.
• Customer sites are within the United States and in Canada and Mexico.
• Proper travel documents and authorization will be required for travel outside of the United States.