Service Engineer II

Mitsubishi Electric US • Boston, MA

4d

About The Position

Under moderate supervision, the Service Engineer II 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 calls for strong customer service, accurate case documentation, effective scheduling, and timely follow-through to help maintain customer uptime.

The role provides field and remote support, diagnoses and repairs industrial machinery and automated systems, installs components and software, and supports in-house diagnostic systems. It also includes coordinating service visits and travel, maintaining customer and service records, managing parts and van inventory, promoting value-added services and Mitsubishi products, creating technical documentation, and coordinating with Senior Engineers. Travel is up to 80%, primarily within the assigned region, based on customer demand.

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.
• 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.
• Perform 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 goals for time to answer and total log-in time.
• Respond to customers by phone, email, text, chat, and other communication channels.
• Enter technical claims, service activity, follow-ups, opportunities, and other customer inquiries into the designated CRM or case-management database, maintaining data integrity.
• Maintain accurate, timely, and compliance-conscious records of daily events to support utilization goals, reporting, and customer follow-through.
• Coordinate customer appointments, service-call schedules, travel, and follow-up activities.
• Diagnose equipment breakdowns using knowledge of machinery and automated systems to maintain customer uptime.
• Install MEAU components, software, and solutions, including 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 that support customer uptime, 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 highlight design-improvement opportunities to Technical Support Engineers.
• Complete company surveys and provide management with feedback about newly identified issues.
• Follow up on completed service calls to gauge customer satisfaction and document praise, complaints, and resolution details in the current database.
• Coordinate with Senior Engineers and follow their technical direction and support guidance.
• Perform other duties as assigned.

Benefits

• 401(k) eligibility
• Paid time off benefits, including vacation and sick time
• Parental leave
• Medical, financial, and/or other benefits; details depend on the position offered
• Potential commissions based on individual performance and/or sales metrics, incentive compensation, and discretionary awards

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level