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

Essential Functions

• 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 MEAU 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 to customers our value-added services (VAS) to help accomplish their uptime goals; Cloud CNC, extended warranties, optional functions, machine tuning, control/system upgrades, training.

· 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.

· Participate in company training programs and passing exams with satisfactory levels.

· Create and/or update technical documentation.

· Provide feedback and highlight areas of improvement in design to Technical Support Engineers.

· Full participation and completion of all surveys from the company.

· Provide 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

· Coordinate with and take instruction/support advice from Senior Engineers.

· Perform other Duties as assigned.

Supervisory / Managerial Responsibilities

· None

Travel Requirements

• Up to 80% travel based on customer demand, primarily with assigned region.

ESSENTIAL EDUCATION, SKILLS AND EXPERIENCE

· BSEET or equivalent related experience.

· 3-6 years of experience in field service for industrial automation.

· Knowledge of and experience using electrical and mechanical tools for machine repair.

· Hands-on experience using volt meters, oscilloscopes, and other test / measuring equipment.

· Ability to read and understand technical documentation: schematics, logic, procedures, etc.

· Computer proficiency – knowledge of MS Office (Outlook, Word, Excel).

· Experience working in a customer focused & team-oriented environment.

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 field service is a plus.

· Experience in motion controllers (AC and DC) and programmable logic controllers (PLC’s) is a plus.

PHYSICAL, ENVIRONMENTAL, COGNITIVE REQUIREMENTS

· Must possess a mechanical aptitude.

· Perform a hands-on role in an industrial environment, including but not limited to the ability to:

• Wear proper safety attire, maneuver into tight locations, regularly lift and carry up to 50 pounds, stand on hard surfaces.
• Ability to bend, stretch, squat, and climb in various areas, including tight and confined spaces.
• Navigate a plant environment.
• Move about to accomplish tasks or moving from one worksite to another.
• Work around moving equipment and operate machinery and /or power tools.
• Must be physically able to regularly travel, including the ability to:
• Sit for extended periods of time for the purposes of travel.
• Operate a motor vehicle for both short and long distances.
• Fly via commercial flights, both nationally and internationally as needed.
• Stay overnight in hotels as needed.
• Be able to respond and travel quickly , with little notice, for emergencies.
• 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.
• Ability to meet tight deadlines.
• Fast-paced daily work output.
• Detail oriented and extremely accurate.
• Excessive noise, vibrations, sensory conditions.

· Strong verbal and written communication skills to communicate with and maintain effective relationships with customers and colleagues.

· Ability to sell value added services to customers.

· Strong organization skills for arranging travel plans and service call schedule.

· Ability to be “on call” to meet customer’s service needs as they arise.

Why choose us?

You would be joining:

• A successful team of smart, dedicated professionals who are not only the best in their respective fields but are committed to a tradition of technological leadership and innovation.
• An organization that truly cares about employee engagement and understands the impact of clear and consistent communication.
• Our leaders are committed to ensuring all employees are regularly informed about the state of the business, understand how they fit in, and know where they can make a difference.
• Employees are encouraged to pursue professional development opportunities and participate in in-house training programs.

We value our employees, and we offer an extensive benefits package that adds value to your total compensation. Our broad range of benefits include:

• Health, dental and vision insurance plans with company contribution – we offer different plans, including PPO and HMO (HMO offered only in some states)
• Competitive 401k with company match
• Paid Vacation
• 13 Paid Holidays, including floater holidays
• Tuition Reimbursement
• Flexible Spending Account
• Life Insurance
• Employee life insurance - company paid core coverage plus supplemental coverage
• Dependent life insurance
• Short-Term Disability
• Long-Term Disability
• Employee Assistance Program
• Employee Discount Program
• Pet Insurance

The pay range for this position at commencement of employment is expected to be between $70,500.00 and $85,690.00/year however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position will also include other elements, including: eligibility for annual discretionary bonuses. Subject to the terms and conditions of the applicable plans then in effect.

If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Mitsubishi Electric Automation, Inc. is committed to the employment and advancement of minorities, females, individuals with disabilities, and veterans. We are an equal opportunity employer and do not discriminate in hiring or employment on the basis of race, color, religion, sex, national origin, ancestry, citizenship status, age, marital status, disability, veteran status, sexual orientation, or any other lawfully protected characteristic.

POSI