POSITION DUTIES AND RESPONSIBILITIES

ESSENTIAL FUNCTIONS

• 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 MEAU 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 to customers our value-added services (VAS) to help accomplish their uptime goals; CloudCNC, extended warranties, optional functions, machine tuning, control/system upgrades, training.
• 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.
• Participate in company training programs and passing exams with satisfactory levels.
• Create and/or update technical documentation.
• Provide feedback and highlight areas of improvement in design to Technical Support Engineers.
• Full participation and completion of all surveys from the company.
• Provide 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
• Coordinate with and take instruction/support advice from Senior Engineers.
• Perform other Duties as assigned.

SUPERVISORY / MANAGERIAL RESPONSIBILITIES

• None

TRAVEL REQUIREMENTS

• Up to 80% travel based on customer demand, primarily with assigned region.

ESSENTIAL EDUCATION, SKILL AND EXPERIENCE

• BSEET or equivalent related experience.
• 3-6 years of experience in field service for industrial automation.
• Knowledge of and experience using electrical and mechanical tools for machine repair.
• Hands-on experience using volt meters, oscilloscopes, and other test / measuring equipment.
• Ability to read and understand technical documentation: schematics, logic, procedures, etc.
• Computer proficiency – knowledge of MS Office (Outlook, Word, Excel).
• Experience working in a customer focused & team-oriented environment.

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.

PHYSICAL, ENVIRONMENTAL, COGNITIVE REQUIREMENTS

• Must possess a mechanical aptitude.
• Perform a hands-on role in an industrial environment, including but not limited to the ability to:
• Wear proper safety attire, maneuver into tight locations, regularly lift and carry up to 50 pounds, stand on hard surfaces.
• Ability to bend, stretch, squat, and climb in various areas, including tight and confined spaces.
• Navigate a plant environment.
• Move about to accomplish tasks or moving from one worksite to another.
• Work around moving equipment and operate machinery and /or power tools.
• Must be physically able to regularly travel, including the ability to:
• Sit for extended periods of time for the purposes of travel.
• Operate a motor vehicle for both short and long distances.
• Fly via commercial flights, both nationally and internationally as needed.
• Be able to respond and travel quickly with emergencies.
• 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.
• Ability to meet tight deadlines.
• Fast-paced daily work output.
• Detail oriented and extremely accurate.
• Excessive noise, vibrations, sensory conditions.
• Strong verbal and written communication skills to communicate with and maintain effective relationships with customers and colleagues.
• Ability to sell value added services to customers.
• Strong organization skills for arranging travel plans and service call schedule.
• Ability to be “on call” to meet customer’s service needs as they arise.

Required Skills Required Experience