What are the responsibilities and job description for the Service and Reliability Engineer position at Middleby Coffee Solutions Group?
DescriptionMiddleby Coffee Solutions Group is the proud manufacturer of world-renowned Synesso and Concordia manual and super-auto espresso and coffee machines. Designed, engineered, and produced in the Pacific Northwest, both the Synesso and Concordia brands are known globally for quality and innovation. Middleby Coffee Solutions Group is seeking an experienced Service and Reliability Engineer to elevate our technical connection to field service agents and our customers through the creation of technical information and documentation as well as process and systems improvements aimed at helping us scale and provide best in class support.To succeed, you must be highly motivated, self-guided, adaptable, able to juggle competing projects / deadlines, and totally comfortable creating and working in a highly collaborative environment. You will lead multiple complex projects, delivering on goals and timelines while developing best in class technical service and diagnostic information. You will collaborate with customer facing departments to keep a pulse on our current products, capturing lessons learned and drive improvements in the product and process by partnering with Engineering, Quality, and other departments. You will need to be willing and able to interface effectively with employees in every department, from Sales and Manufacturing to Quality and Supply Chain and possess an exceptional ability to interact effectively with employees of varying degrees of technical aptitude. You will promote our culture of collaboration and accountability, focusing on a wide range of exciting projects as Middleby Coffee Solutions Group scales globally.The ideal candidate has proven technical skills, a strong hands-on background, and a willingness to learn and use data-driven approaches to problem solving. You must be results focused, collaborative, possess high levels of initiative, and have experience working across departments. Familiarity with all aspects of field service, including diagnostics, repairs, warranty, technical manuals, and bulletins, and supporting field technicians is a must.Your Duties and Responsibilities : Own the information, process, and systems that connect Engineering and Tech Services with remote field service agents.Develop standardized repair procedures and times, document, and publish to the field.Collaborate with our technical writer to draft technical content for diagnostic troubleshooting routines, service bulletins, and manuals.Manage the data and tools that drive our warranty systems and process.Conduct early field failure analysis including failure mode identification and statistical analysis for new products after launch.Identify trends in field failures and drive corrective actions.Manage our existing product’s libraries of technical documentation such as user’s manuals, diagnostic manuals, and service bulletins.Take a hands-on approach to our RMA process, participating in reviews of failed components and driving critical information back to Engineering, Manufacturing, Supply Chain, and other departments to address root causes of failures.Participate in new product development as an Engineering voice for Service, ensuring new parts, products, and processes take diagnosis and repair into account.Assist with the development and testing of customer specific screens, menus, and graphics packages.Design new field service tools, jigs, fixtures, and testers for use by field service technicians.Instill a culture of continuous improvement by questioning, assessing, and improving overall effectiveness of both products and process.Keep our service documentation organized and accessible.Participate in engineering reviews and provide input and approval to ECO process.Develop and document process initiatives in support of improved service, diagnosis, and repair.Minimum Requirements : Bachelor’s degree in mechanical engineering, Manufacturing Engineering, Industrial Engineering, Process Engineering, or other related discipline.5 years of engineering experience with proven track record of success in Field Service and Reliability operations.Working knowledge of best practices in warranty, RMA, technical documentation, and service / diagnostics.Ability to work with a diverse group of individuals in a collaborative work environment.Excellent written and verbal communication skills.Ability to convey technical concepts to a diverse audience, document procedures, conduct individual and group training, and provide technical assistance.A genuine desire to share knowledge / skills and be a good team player.An unshakeable love of field service, manufacturing, QC, failure analysis, and data.Preferred experience and attributesDirect experience in Fast Moving Consumer Goods (FMCG) or commercial product manufacturing business, preferably drinks dispense equipment (coffee, espresso, beer, soft drinks, water, etc.).Proficient with Creo, SolidWorks, CATIA, Rhino, or other similar CAD software.Master’s degree in engineering or an MBA a plus.PMP certification a plus.Other FunctionsPhysical Requirements : Ability to work in office, lab, and shop floor environment; occasional lifting of up to 25lbs.Travel Requirements : Limited domestic and international travel required as necessary to perform essential job functions.Perks and Benefits Extensive 401(k) plan with company matching.Generous paid time off.10 paid holidays.Medical, dental, and vision plans for you and your family.Flexible spending accounts (FSA) and health savings account (HSA).Paid short-and long-term disability programs.Paid Life and accidental death and dismemberment insurance.Unlimited Free Coffee on site and opportunity to work around people with passion for coffee!Company relocation benefits will not be provided for this position. To be considered, you must reside in or within commuting distance to Renton, WA.MCSG. is an equal-opportunity employer and is committed to providing a workplace free from harassment and discrimination. We are committed to recruiting, hiring, training, and promoting qualified people of all backgrounds, and make all employment decisions without regard to any protected status.#J-18808-Ljbffr
