Field Service Engineer

Mycronic•Tewksbury, MA

2d•Onsite

About The Position

Field Service Engineer Do you want to be part of an organization on the cutting edge of technology? We’re looking for talented people to join our motivated and friendly team. We have an open, collaborative, and flexible environment. You’ll work alongside leading industry experts and take on challenging projects that bring tomorrow’s electronics to life. If you want to make a difference, are an effective communicator, love a good challenge, and easily embrace change, your next career adventure awaits! Mycronic is a global high-tech company whose innovative solutions have been advancing electronics technology for over 40 years. Today we continue to grow and serve customers in an expanding variety of industries. What we do impacts the future of technology, and in turn, the way we live our lives tomorrow. Position Overview Under the direction of the Manager, Regional Service, the Field Service Engineer is responsible for providing technical expertise to customers; including working with customers to install, maintain and repair purchased products or services. This role will interface directly with customers, sales staff and various levels of management to manage, install and/or resolve system software and hardware failures, product performance issues and user quality improvements. The Field Service Engineer will assist sales representatives when they meet with clients to assist in sales demonstrations and answer customers’ questions regarding the technical capabilities of products or services. Travel is required to perform the activities of this role and is anticipated but not limited to 50-75%. This role is located in Dallas, TX.

Requirements

Associate's degree (A.A) or equivalent from two-year College or technical school; or at minimum three years related experience and/or training; or equivalent combination of education and experience
Three years related experience with surface mount technology, electronics and/or robotics
Valid driver's license; dependable vehicle
Proven mechanical, electrical and computer competency
Experience or training/certification in computers and Microsoft Windows environments
Meets all assigned targets and goals set by corporate, regional and area managers
Other duties as assigned yet not limited to the performance of functions related to the service processes of the company

Nice To Haves

Mechanical assembly and basic maintenance experience preferred

Responsibilities

Troubleshoots, diagnoses, and repairs Mycronic products on customer premises, at company facility, and via telephone
Provides training to customers and participates in the set-up and demonstration of new products
Assists in the preparation of system orders
Provides pre- and post-sales support for all Mycronic services and products
Provides meeting and trade show support; including setting up equipment and installing temporary cabling as needed
Conducts pre-site inspection, preventative maintenance and customer care support for service contracts
Maintains accurate records to reflect the support and repair history of equipment serviced or repaired
Submits all necessary paperwork, including travel itineraries, trip reports, activity reports, weekly expense and service reports accurately and in a timely manner
Maintains all assigned assets (laptop/computer, phone, tools, and repair parts, etc.)
Returns defective parts replaced during repair in a timely manner to designated depots
Establishes and maintains open lines of communication with key personnel at assigned accounts to remain current with support, repair and on-going issues (i.e. installations, upgrades, persistent problems)
Escalates support issues to management when customer satisfaction is jeopardized
Develops and maintains the knowledge and skills required to produce the highest levels of customer service support
Becomes familiar with Mycronic equipment applications and products through structured corporate training programs, on the job training, study of Mycronic marketing materials, sales brochures and available self-study programs
Works closely with customers, sales representatives, product engineers, administrative staff, and other field support personnel to provide the highest level of customer support and satisfaction
Establishes a communication schedule with service managers and administrators to exchange information on daily and weekly activities
Meets all assigned targets and goals set by corporate, regional and area managers
Other duties as assigned yet not limited to the performance of functions related to the service processes of the company