Service Engineer II

Mitsubishi Electric US•Buffalo, NY

About The Position

MEUS-IAD is seeking a Service Engineer in the Buffalo, NY 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 high-volume call center support. The position focuses on customer service, accurate case documentation, effective scheduling, and timely follow-through to support customer uptime. The Service Engineer diagnoses equipment issues, installs components and software, and supports customer equipment through programming, calibration, tuning, rebuilding, and maintenance. The role also supports in-house diagnostic systems and presents value-added services and Mitsubishi products. It involves extensive customer communication, service coordination, recordkeeping, training, technical documentation, and collaboration with Senior Engineers and Technical Support Engineers. Travel is up to 80%, primarily within the assigned region. The expected starting pay range is $30.77 to $42.31 per hour. Base pay may vary based on individualized factors, including location, knowledge, skills, and experience. Compensation may also include commissions, incentive compensation, discretionary awards, and benefits such as 401(k) eligibility and paid time off, depending on the position offered. The company is an equal employment opportunity employer.

Requirements

Bachelor of Science in Electrical Engineering Technology or equivalent, or related experience.
3–6 years of experience in field service for 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 Office applications such as Outlook, Word, and Excel.
Experience using CRM, case-management, or other recordkeeping systems, with a strong focus on data accuracy and follow-through.
Strong verbal and written communication skills, including professional phone, email, and customer-facing communication.
Ability to coordinate schedules, appointments, travel, and competing priorities in a fast-paced environment.
Experience handling confidential or sensitive information with professionalism and discretion.
Experience working in a customer-focused, team-oriented environment.

Nice To Haves

Experience with Computerized Numerical Control (CNC) products is preferred.
Experience with robots and their operation.
Experience with factory automation.
Additional field-service experience.
Experience with AC and DC motion controllers and programmable logic controllers (PLCs).
Experience in a high-volume customer support, call center, service coordination, or appointment-scheduling environment.
Experience maintaining accurate electronic records, resolving customer issues, and coordinating follow-up across multiple stakeholders.

Responsibilities

Provide technical service and support to machine tool builders, dealers, and end-users.
Provide on-site service at customer facilities using knowledge of electro-mechanical assemblies, system operations, programming, and equipment diagnostics.
Support customer requests as an agent in the high-volume call center while meeting department targets for time to answer and total log-in time.
Respond to customers by phone, email, text, chat, and other communication channels.
Record technical claims, service activity, follow-ups, opportunities, and customer inquiries in the designated CRM or case-management database, maintaining data integrity.
Maintain accurate, timely, and compliance-conscious daily records to support utilization goals, reporting, and customer follow-through.
Coordinate customer appointments, service-call schedules, travel, and follow-up activities.
Diagnose equipment breakdowns to help maintain customer uptime.
Install MEAU components, software, and solutions; perform programming, calibration, tuning, rebuilding, and maintenance of customer equipment in the field.
Support in-house diagnostic systems, including simulators, programming systems, tools, and related resources.
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; maintain van-stock inventory and arrange returns for defective and unused parts.
Participate in company training programs and pass required exams at satisfactory levels.
Create and update technical documentation.
Provide feedback and identify design-improvement opportunities for Technical Support Engineers.
Complete company surveys and provide management with feedback on newly identified issues.
Follow up after service calls to assess customer satisfaction and document praise, complaints, and resolutions in the current database.
Coordinate with Senior Engineers and follow their technical direction and support guidance.
Perform other duties as assigned.