In-House Engineer

Burke Porter, an Ascential Technologies Brand • Grand Rapids, MI

5d

About The Position

The In-House Engineer for Ascential Care owns customer service cases from initiation through closure and provides remote technical support to customers and field service teams. The role diagnoses equipment issues across Ascential Technologies brands and systems serving aerospace, automotive, agricultural, and general industry customers. It coordinates service execution and acts as an interface among customers, field service, and engineering teams, with a focus on case management, technical troubleshooting, customer satisfaction, and ongoing communication throughout the service lifecycle. The position requires learning across the company’s brands and supported industries and engaging directly with customers using advanced technologies.

The role uses Service Cloud to manage cases and document troubleshooting, communications, and service activity. It also supports estimates and spare-parts quotations, service report review, remote software updates, technical escalations, and continuous improvement. Travel of up to 30% domestically and internationally is required, including overnight travel.

Requirements

• Solid technical foundation in electromechanics and mechatronics, with demonstrated knowledge of mechanical, electrical, and control-system concepts used in industrial automated machinery.
• Experience with PLC and HMI platforms, including I/Os and Allen-Bradley or Siemens platforms.
• Ability to interpret electrical schematics.
• Strong analytical and problem-solving skills and attention to detail.
• Ability to communicate effectively and professionally with internal and external stakeholders.
• Familiarity with CRM systems, TeamViewer, Microsoft Teams, and Microsoft Office applications including Word, Outlook, Excel, and PowerPoint.
• Ability to travel domestically and internationally up to 30%, including overnight travel.
• Must maintain a valid driver's license.
• Ability to obtain a passport and rent vehicles.

Nice To Haves

• Bachelor's degree in electrical engineering, controls engineering, mechatronics, or related field experience.
• Experience utilizing Service Cloud (Salesforce).
• Experience in automotive test systems, industrial automation, or high-precision machinery environments.
• Working knowledge of industrial networking, including ProfNet, RS232, Ethernet, and CAN J1939.
• Experience with control and interface devices such as PWM devices, amplifiers, voltage dividers, limit switches, proximity switches, motors, pumps, drives, and VFDs.
• Ability to lead machine debug and support FATs and SATs as necessary.
• Experience with risk assessments, functional safety design, and system interlocks.
• Experience with additional PLC and HMI platforms beyond Allen-Bradley or Siemens.
• Ability to use AutoCAD, SolidWorks, or EPLAN for interpreting electrical schematics.

Responsibilities

• Own customer service cases from initiation through closure, ensuring timely and effective resolution.
• Provide remote technical support to customers and field service teams via phone, email, and telepresence tools.
• Diagnose mechanical, electrical, pneumatic, hydraulic, and control-system issues; perform root-cause analysis and implement corrective actions remotely or onsite when necessary.
• Collect and analyze machine error codes and document them in Service Cloud.
• Provide customers with available technical guides and support materials.
• Interpret schematics, engineering drawings, ladder logic, and equipment or component documentation to support troubleshooting and repairs.
• Prepare and deliver service estimates, including labor, travel, and materials as required.
• Work with procurement teams to generate spare-parts quotations (RFQs) aligned with identified repair needs.
• Identify required spare parts and validate selections based on technical assessment.
• Coordinate with customers and internal stakeholders to support conversion of quotations into orders.
• Maintain accurate and current case data in Service Cloud, including case details, type, priority, customer contacts, machine information, and location.
• Document troubleshooting activities, communications, and actions in Service Cloud, ensuring traceability and service documentation quality.
• Review and approve service reports for quality, accuracy, and completeness.
• Support remote software updates and system improvements.
• Escalate complex technical issues to development or engineering teams.
• Identify recurring technical issues and potential product quality concerns, and communicate findings to development and engineering teams.
• Contribute to improvements in service delivery, case handling, and documentation.
• Maintain clear, proactive communication with customers, field service engineers, schedulers, supervisors, and escalation teams.
• Provide updates on mission and case progress, escalations, and resolution timelines.
• Deliver a professional and consistent customer experience aligned with company standards.
• Promote service offerings, including digital tools such as Ascentialytics, where appropriate.
• Support customers and after-sales teams by identifying spare parts.
• Become cross-trained to support technologies across the Ascential portfolio.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed