.**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
