Service Engineer

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.

Position Duties and Responsibilities
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

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

Essential Education, Skills and Experience
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)

Beneficial Education, Skills and Experience
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

Physical, Environmental, Cognitive Requirements
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…