**Position Summary**:
Under supervision, provide technical service and support to the Machine Tool Builders (MTB's), dealers, and end-users through telephone, on-line and on-site service.
**Position Duties and Responsibilities**:
**Activity & Essential Function Identification**
- 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
- Diagnose equipment breakdowns where knowledge of machinery and other automated systems is used to maintain customer UPTIME
- Install components and solutions offered by Mitsubishi Electric Factory Automation 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 the database, 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
- Full participation and completion of all surveys from the company
- Feedback to management for newly found issues
- Cooperate with and take instruction/support advice from Senior Engineers
**Supervisory / Management Responsibilities**
- No direct reports.
***Travel Requirements**
- 60-80% travel based on customer demand, primarily within the assigned region.
**Essential Education, Skills and Experience**
- BSEET or equivalent related experience
- 0-3 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
- Flexibility to travel with limited notice to meet customer's expectations
- 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 with robots and how they operate 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 places.
- Must be able to travel to offsite assignments
- Must be able to physically access and inspect all areas of machinery
- Must be able to bend, stretch, squat, and climb to access all parts of the machine
- Be able to respond and travel quickly with emergencies
- Must be able to travel to offsite assignments
- Medium work that includes moving objects up to 50 pounds
- Able to work potential overtime/extended hours
- Working around moving equipment
- Operating machinery and/or power tools
- Ability to work in a confined area or small and/or enclosed spaces
**Required Skills**:
- BSEET or equivalent related experience
- 0-3 years 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 mete