Electrical Technical Support Engineer - Drives & Motion Control
About The Position
Yaskawa America, Inc.’s Drives & Motion Division is hiring an Electrical Technical Support Engineer based at its headquarters facility in Waukegan, Illinois. The position provides high-quality phone support, field service engineering, and technical assistance to customers and internal and external stakeholders. Support covers installation, start-up, maintenance, repair, training, parts identification, and assigned projects involving drives and motion-control products. The role suits a driven candidate interested in learning and mastering technical customer support. The Tech Support group handles varied activities, including customer phone support, field service, product training, and support for current and non-current products. The engineer completes and maintains required Certified Specialist training, travels for assigned field service calls, and participates in a rotating 24-hour on-call schedule. The position also contributes to customer satisfaction efforts, product migration guidance, technical documentation, and knowledge-management content.
Requirements
- One year of experience in technical customer interaction involving variable frequency drives, general motion controllers, servos, CNCs, PLCs, robotics, or similar industrial controls.
- Understanding of basic applications involving variable frequency drives, general motion controllers, servos, CNCs, PLCs, robotics, or similar industrial controls.
- Detailed working knowledge of electronic test equipment, such as dual-trace storage oscilloscopes, line power analyzers, and digital multimeters, and ability to diagnose electronic circuits.
- Valid driver's license and ability to qualify for a U.S. passport.
- Computer literacy and proficiency with IBM PC and software, including word processing, graphics, and spreadsheets; good typing skills.
- Excellent verbal and written communication skills.
Nice To Haves
- BSEE or BSET, or equivalent technical training or work experience.
Responsibilities
- Provide fast and efficient telephone support to customers for aftermarket services.
- Complete Certified Specialist training and maintain certification by keeping current with product changes.
- Continually improve technical and business skills through in-house and third-party training to support current and non-current Yaskawa products.
- Perform service work promptly, safely, and effectively to the customer's satisfaction.
- Travel as directed by customer needs for assigned field service calls and participate in assigned rotational 24-hour on-call duty.
- Provide timely, accurate, and legible service reports, including expense, time-allocation, warranty-failure, and training reports, as required.
- Enter incoming call information into the business CRM database.
- Under supervision, quote field-installable upgrades, replacement parts, and spare parts.
- Provide customers with migration paths and phone support when new products and retrofit kits are introduced.
- Assist with training and mentoring newly hired service engineers as directed.
- Interface with YAI customers, partners, ASC's, OEMs, authorized third-party service providers, and market channels; recommend program, policy, or procedure changes to management that may improve customer satisfaction.
- Attend industrial trade association shows and events relevant to the position or company.
- Collect and contribute data for Customer Satisfaction reports concerning product quality issues.
- Use and maintain technical documentation and customer data in a central filing system.
- Write technical FAQs for Yaskawa's knowledge management system.
Benefits
- Highly competitive benefit package
- Generous 401(K) plan
- Profit sharing
- Corporate-wide bonus plan
- Educational assistance program offering up to $10,000 a year for graduate courses
- Career opportunities in diverse areas
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
