Field Customer Support Technician

Ateq Corporation•Livonia, MI

About The Position

The Field Customer Support Technician services and calibrates ATEQ products returned by industrial machining manufacturing customers and travels to customer locations to provide onsite service, calibration, and technical support. The role sets up, integrates, and tests industrial machining manufacturing equipment and systems to help ensure optimal functionality and reliability, and demonstrates equipment performance and capabilities to customers. The technician diagnoses technical issues and performs emergency repairs, designs and sets up applications for new and existing ATEQ and VIC equipment, and supports integration of the ATEQ and VIC customer support departments. The role also assists the sales team with design and engineering. Customer support includes answering service-related calls, troubleshooting issues by phone or email, providing service updates, resolving issues promptly, educating customers on equipment operation, and following up after service. The position performs ISO 17025 calibrations according to established procedures, maintains service documentation, submits detailed reports of parts used, time spent, and corrective actions, and quotes repairs and calibrations in the workshop or onsite. Customer attendance is expected 50% of the time, including travel.

Requirements

Associate degree in Mechanical, Electrical, or Electronics Technology.
Two years of relevant experience.
Technical background and ability to operate various types of service and calibration equipment.
Excellent verbal and written communication skills.
Experience providing direct, face-to-face customer service onsite and offsite.
Ability to follow processes with attention to detail.
Valid driver's license.
Ability to lift up to 75 pounds.

Responsibilities

Service and calibrate ATEQ products returned by industrial machining manufacturing customers.
Travel to customer sites to provide service, calibration, and technical support.
Set up, integrate, and thoroughly test industrial machining manufacturing equipment and systems at client locations.
Demonstrate equipment performance and capabilities and confirm proper operation and customer satisfaction with system standards.
Diagnose technical issues and perform emergency repairs using timely solutions.
Design and set up applications for new and existing ATEQ and VIC equipment.
Maintain accurate documentation of services.
Answer service-related customer phone calls and troubleshoot customer issues by phone or email.
Communicate service updates clearly and proactively with customers and internal teams, and ensure timely issue resolution.
Educate and assist clients with proper equipment operation.
Follow up with customers regarding recently serviced instruments.
Perform ISO 17025 calibrations according to procedures.
Submit detailed service reports, including parts used, time spent, and corrective actions taken.
Quote repairs and calibrations in the workshop or onsite.
Assist in integration of ATEQ and VIC customer support departments.
Assist the sales team with design and engineering.