Service Engineer
Position Summary:
Under moderate supervision, provide intermediate technical service and support to the Machine Tool Builders (MTBs), dealers, and end-users through on-site service and call center support.
Position Duties and Responsibilities:
- Provide technical service and support to our customers, including: MTBs, dealers, and end-users, in CO, UT, AZ, and NM.
- 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 Mitsubishi Electric Factory Automation 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 customers our value-added services (VAS) to help accomplish their uptime goals; CloudCNC, extended warranties, optional functions, machine tuning, control/system upgrades, training, etc.
- 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
- Participating in company training programs and passing exams 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 to gage customer satisfaction.
- Enter all praises and complaints into our current database
- Cooperate with and take instruction/support advice from Senior Engineers
- Other Duties as assigned
Supervisory / Management Responsibilities
- No direct reports.
Travel Requirements
- 60-80% travel based on customer demand, primarily within assigned region in CO, UT and NM.
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 with Factory automation 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 spaces.
- Moving about to accomplish tasks or moving from one worksite to another.
- Medium work that includes lifting and moving up to 50 pounds
- Must be able to travel to offsite assignments
- Be able to respond and travel quickly with emergencies
- Must be able to bend, stretch, squat, and climb in various areas
- Ability to work in confined area or small and/or enclosed spaces
- Ability to wear PPE all day.
- Ability to uphold to the stress of traveling
- Able to work potential overtime/extended hours
- Ability to organize and prioritize working activities
- Ability to analyze and diagnose problems and work independently to solve them
- Working around moving equipment.
- Ascending or descending Ladders, or Stairs.
- Ability to meet tight deadlines
- Fast-paced daily work output.
- Ability to work
- Operate machinery and /or power tools
- Operate a motor vehicle
- Ability to navigate in a plant environment.
- Detail oriented and extremely accurate
- Excessive noise, vibrations, sensory conditions