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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