Tech Support Engineer

Franklin
4700 W Ashland Way
Franklin, WI 53132, USA

Yaskawa America, Inc.

- Drives & Motion Division is a global leader in variable speed drives, motion controls and robotics. We look to hire people who value a positive work culture, want to be part of a winning team, and have a desire to learn and grow. Yaskawa’s culture of continuous improvement values hiring individuals that are looking for the opportunity to stretch their current talents and skills to the next level and beyond.

This role provides trouble shooting phone support, field service engineering and technical assistance for customers in the areas of installation, start-up, maintenance, repair, training, parts, identification and assistance with assigned projects with all levels of internal and external customers. If you are a hardworking Electrical, this may be the perfect opportunity for you.

Based at Yaskawa’s headquarters facility in Waukegan, IL, the Technical Support Engineer provides high quality phone support and technical expertise to customers. The ideal candidate will display a driven attitude and capacity toward learning and mastering technical customer support.

• BSEE or BSET preferred, or equivalent technical training, or equivalent work experience.
• One-year experience in technical customer interaction with variable frequency drives, general motion controllers, servos, CNC’s, PLC’s, robotics, solar or similar industrial controls.
• Understanding of basic applications knowledge pertaining to variable frequency drives, general motion controllers, servos, CNC’s, PLC’s, robotics or similar industrial controls.
• Detailed working knowledge of electronic test equipment such as dual trace storage oscilloscopes. line power analyzers, digital multimeters and the ability to diagnose electronic circuits.
• Valid driver's license, and able to qualify for a U.S. passport.
• Must be computer literate, proficient with IBM PC and software (word processing, graphics, spreadsheets, etc.) and have good typing skills.
• Excellent verbal and written communication skills.

The Tech Support group engages in many activities which make the job interesting and non-repetitive. Some detailed job responsibilities include:

• Provide customers with fast and efficient telephone support for all aftermarket services.
• Complete training as a "Certified Specialist" meeting all requirements as set forth by the training department and the department manager. Subsequently keep current with product changes to maintain certification.
• Continually improve personal technical and business skills attending in house and third party training enabling incumbent to service Yaskawa current and non-current products.
• Perform service work promptly, safely, and effectively to the customer's satisfaction as measured by the time to repair, number of disputes resulting and resultant feedback from customers.
• Travel as directed by customer's needs on assigned field service calls. Be available for 24 hour on call duty on an assigned rotational schedule.
• Provide timely, accurate, and legible reports on all service work performed. These include expense, time allocation, warranty failure, training, or other reports as directed and required.
• Input incoming call information into business database, CRM.
• Under supervision quote field installable upgrades, replacement parts and spare parts.
• As new products and retrofit kits are introduced, provide customers with appropriate migration paths and phone support.
• Assist as directed in the training and mentoring of newly hired service engineers.
• Interface with YAI Customers, Partners, ASC's, OEMs, authorized 3 rd party service providers, and channels to the market and recommend to management changes to existing or new programs, policies or procedures that may increase customer satisfaction.
• Attend industrial trade association shows and events that pertain to the professional interest of the position or of the company.
• Collect and contribute data for the Customer Satisfaction report relating to product quality issues.
• Utilize and maintain technical documentation and customer data in a central filing system.
• Author technical FAQ’s for Yaskawa’s knowledge management system.

Some key advantages of working at Yaskawa include: career opportunities in diverse areas, a highly competitive benefit package, including a generous 401(K) plan, profit sharing, corporate wide bonus plan and educational assistance program offering up to $10,000 a year for graduate courses. Additional information regarding the benefit package can be found at the following link.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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