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 | +--------------------------------------------------------------------------+

TRAVEL REQUIREMENTS

• 60-80% travel based on customer demand, primarily with in region: GA, NC, TN, FL and other areas as assigned.

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

• Primary responsibility for the implementation and management of monitoring oversight activities for assigned clinical studies to ensure timely, quality data in alignment with the global needs of the Clinical Development team and industry clinical data standards.
• Provide expert review of vendor monitoring plans and ensure compliance with Akebia’s standards. Oversee monitoring vendor activities during the course of the clinical study and ensure vendor compliance to the monitoring plan(s).
• Review monitoring visit reports, monitor visit scheduling, report completion metrics, protocol deviations, issues and action items to identify site- and study-level issues.
• Proactively identify, prevent, and mitigate monitoring risks. Manage/resolve site and/or monitoring issues including retraining, issue escalation, and implementation of corrective actions to prevent recurrence.
• Conduct oversight visits either independently or manage CRAs in the conduct of monitoring oversight visits to assess CRO performance. Prepare templates for visit reports and associated correspondence. Work cross-collaboratively to develop and execute action plans to address findings.
• Develop/review training materials and study tools for site and CRA use.
• May manage CRAs directly or through a functional service provider, ensuring resources meet qualifications and performance expectations.
• Provide input into the development and implementation of clinical monitoring SOPs.
• Build relationships across the Akebia organization and with CROs/vendor support of the mission and goals for monitoring oversight.
• Drive improvements and innovation to enhance the quality of monitoring/ monitoring oversight activities; collaborate with clinical development and data management to define risk-based and remote monitoring approaches.
• Support a culture of continual improvement and innovation; promote knowledge sharing.