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 | | - 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.

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

Required Skills Required Experience

ESSENTIAL EDUCATION, SKILLS AND EXPERIENCE

• BSEET or equivalent related experience
• 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, events, or training
• Ability to stay overnight in hotels to meet customer’s needs
• Ability to be “on call” to meet customer’s service needs as they arise
• 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)
• Customer focused

• Excellent IT skills, especially with design and photo-editing software.
• Exceptional creativity and innovation.
• Excellent time management and organisational skills.
• Excellent communication skills and collaboration skills. 
• Accuracy and attention to detail.
• An understanding of the latest trends and their role within a commercial environment.