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Position Duties and Responsibilities:

 

  • Provide technical service and support to our customers, including: MTBs, dealers, and end-users, via:
    • On-Site service at customer facilities using learned knowledge and experience of electro-mechanical assemblies, system operations, programming, and diagnosing of equipment problems
    • In-House telephone support using an automated call distribution network (ACD) with heavy call volume maintaining department goals for time to answer and total log-in time
    • Communicate with customers in e-mail, on-line chat and internal technical forums
  • Diagnose equipment breakdowns where knowledge of machinery and other automated systems is used to maintain customer UPTIME
  • Install components and solutions offered by our company in where knowledge of programming, calibrating, tuning, rebuilding and maintaining customer’s equipment in the field is being utilized
  • 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 upgrades, training, etc.
  • Promote the sales of spare parts to customers which would further assist in their machine UPTIME
  • Determine, order, and replace parts as necessary while maintaining the consignment inventory account by following up on the defective and unused parts returns
  • Enter all technical claims, service activity, follow ups, and other customer related inquiries into SAP, while maintaining data integrity
  • Support the business operations, including:
    • Participating in company training programs whereby passing with satisfactory levels
    • Create and/or update technical documentation
    • Feedback areas of improvement in design to Technical Support Engineers
    • Feedback to management for newly found issues
  • Follow up on performed service calls and open technical support claims using established database via company phone and e-mail systems
  • Cooperate with and take instruction/support advice from Senior Engineers

 

Travel Requirements

  • 50-80% travel based on customer demand, primarily within assigned region

 

Required Skills
  • BSEET or equivalent related experience
  • Minimum of 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
  • 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

 

Beneficial Education, Skills and Experience

  • Experience in Computerized Numeric Controls (CNC's) products preferred
  • Experience in motion controllers (AC and DC) and programmable logic controllers (PLC's) a plus
  • Experience in field service a plus
Required Experience
  • BSEET or equivalent related experience
  • Minimum of 3 years experience in field service for industrial automation
Job Location
San Jose, California, United States

Salary : $60,000 – $70,000

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