Field Service Engineer

Mycronic•Tewksbury, MA

14d

About The Position

Under the direction of the Sr. Manager, National 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 customer 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%.

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 automated assembly and inspection equipment, 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

Nice To Haves

Mechanical assembly and basic maintenance experience preferred

Responsibilities

Troubleshoot, diagnose, and repair Mycronic products on customer premises, at company facility, and via telephone
Provide training to customers and participate in the set-up and demonstration of new products
Assist in the preparation of system orders
Provide pre and post-sales support for all Mycronic services and products
Provide meeting and trade show support; including setting up equipment and installing temporary cabling as needed
Conduct pre-site inspection, preventative maintenance and customer care support for service contracts
Maintain accurate records to reflect the support and repair history of equipment serviced or repaired
Submit all necessary paperwork, including travel itineraries, trip reports, activity reports, weekly expense and service reports accurately and in a timely manner
Maintain all assigned assets (laptop/computer, phone, tools, and repair parts, etc.)
Return defective parts replaced during repair in a timely manner to designated depots
Establish and maintain 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)
Escalate support issues to management when customer satisfaction is jeopardized
Develop and maintain the knowledge and skills required to produce the highest levels of customer service support
Become 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
Work closely with customers, local sales representatives, product engineers, marketing managers, administrative staff, and other field support personnel to provide the highest level of customer support and satisfaction
Establish a communication schedule with service managers and administrators to exchange information on daily and weekly activities
Meet all assigned targets and goals set by corporate, regional and area managers
Other duties as assigned including but not limited to the performance of functions related to the service processes of the company