Engineering Support Technician
About The Position
This role assists the Product Engineering team in reviewing and resolving customer escalations. The technician will respond to customer concerns regarding installation, operation, maintenance, and product compatibility, ensuring timely responses within service level agreements. Responsibilities include investigating and resolving customer complaints, documenting technical issues for quality and product development, and entering data for component history to aid in root cause analysis. The position also involves assessing component history data, formulating reports, and making recommendations for improvement, as well as resolving data entry discrepancies. Additionally, the role supports research into new technologies, software, processes, materials, and suppliers, and assists with documentation for the quality system. The technician will also learn and assist with component design elements, drawings, and documents for automated machinery, collaborating with various engineering disciplines and the build team on machinery and processes. Hands-on prototyping assistance may also be required, along with other duties as assigned by management.
Requirements
- Must possess effective oral communication and interpersonal skills with ability to deal with all levels of personnel in a professional and effective manner.
- Must be able to read and understand all operating procedures and applicable technical information.
Nice To Haves
- Recent graduate or currently pursuing a Bachelor’s degree in Engineering or related field, preferred.
- Previous experience in related field and/or engineering background, preferred,
- Previous customer service experience, a plus.
Responsibilities
- Assists Product Engineering team to review and resolve customer escalations.
- Responds to customer concerns raised during installation, operation, maintenance, or product application or compatibility matters.
- Ensures calls and emails are responded to within targeted service level timeframes.
- Investigates, manages, and resolves customer complaints in accordance with pre-established policies.
- Documents customer information and recurring technical issues to support product quality programs and product development.
- Enters data for component history to get statistical data to help find root cause of issues in the field.
- Assesses component history data, formulates reports, and provides recommendations for improvement.
- Resolves data entry discrepancies using standard procedures.
- Assists with the research of new technologies, software, processes, materials, and suppliers.
- Completes documentation required by the quality system with assistance from Engineering and Technical Writers.
- Learns and assists with component design elements, creation of drawings, and documents related to automated machinery.
- Collaborates with Mechanical Engineers, Electrical Engineers, Control Engineers, and build team on machinery and processes related to automated manufacturing.
- Assists build team with hands on prototyping as required.
- Performs other related duties and projects as business needs require at direction of management.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
