Service Engineer II

Mitsubishi Electric US•Mason, OH

About The Position

MEUS-IAD is seeking a Service Engineer in the Mason, Ohio area. Under moderate supervision, this role provides intermediate technical service and support to Machine Tool Builders (MTBs), dealers, and end users through on-site service and call-center assistance. The position diagnoses and repairs equipment, installs components and software, and supports customer uptime goals. It also promotes Mitsubishi products and value-added services, maintains service records and inventory, participates in training, and communicates customer feedback and potential design improvements. The role has no supervisory or managerial responsibilities and requires travel of up to 80%, primarily within the assigned region, based on customer demand. The expected pay range at commencement is $30.77 to $42.31 per hour. Base pay may vary based on factors such as location, job-related knowledge, skills, and experience. Total compensation may include commissions tied to individual performance or sales metrics, incentive compensation, discretionary awards, and benefits. The posting mentions potential medical, financial, and other benefits, including 401(k) eligibility and paid time off such as vacation, sick time, and parental leave; plan participation details are provided to candidates who receive an offer.

Requirements

Bachelor's degree in Electrical Engineering or equivalent related experience.
At least 3 years of field-service experience in industrial automation.
Valid driver's license with an acceptable driving record.
Knowledge of and experience using electrical and mechanical tools for machine repair.
Hands-on experience using voltmeters, oscilloscopes, and other test and measuring equipment.
Ability to read and understand technical documentation, including schematics, logic, and procedures.
Computer proficiency, including Microsoft Outlook, Word, and Excel.
Experience working in a customer-focused, team-oriented environment.

Nice To Haves

Experience with Computerized Numeric Control (CNC) products.
Experience with robots and how they operate.
Experience with factory automation.
Additional field-service experience.
Experience with AC and DC motion controllers and programmable logic controllers (PLCs).

Responsibilities

Provide technical service and support to MTBs, dealers, and end users.
Provide on-site service at customer facilities using knowledge of electro-mechanical assemblies, system operations, programming, and equipment diagnostics.
Log in as an agent in the high-volume call center and support customer requests while meeting department goals for time to answer and total log-in time.
Provide call-center support by phone, email, text, chat, and other channels.
Enter technical claims, service activity, follow-ups, opportunities, and other customer inquiries into the database while maintaining data integrity.
Maintain accurate daily activity details to support utilization goals.
Diagnose equipment breakdowns to help maintain customer uptime.
Install MEUS-IAD components, software, and solutions; program, calibrate, tune, rebuild, and maintain customer equipment in the field.
Support in-house diagnostic systems, including simulators, programming systems, and tools.
Present and sell value-added services, including CloudCNC, extended warranties, optional functions, machine tuning, control and system upgrades, and training.
Promote Mitsubishi products and support key initiatives to achieve strategic imperatives.
Determine, order, and replace parts as needed; maintain van-stock inventory and follow up on returns of defective and unused parts.
Participate in company training programs and pass exams at satisfactory levels.
Create and update technical documentation.
Provide Technical Support Engineers with feedback and identify areas for design improvement.
Complete company surveys.
Provide management with feedback on newly identified issues.
Follow up on completed service calls to gauge customer satisfaction.
Record praise and complaints in the current database.
Coordinate with Senior Engineers and follow their instructions and support advice.
Perform other duties as assigned.