Service Engineer II

Mitsubishi Electric US•Houston, TX

About The Position

MEUS-IAD is seeking a Service Engineer in the Houston, Texas 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 support. The engineer diagnoses and repairs equipment, installs components and software, supports customer uptime, and promotes Mitsubishi products and value-added services. The role also involves accurate service documentation, customer follow-up, inventory management, participation in training, and coordination with Senior Engineers. Travel is up to 80%, based on customer demand, primarily within the assigned region. There are no supervisory or managerial responsibilities.

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 Office (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.
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.
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 details of daily events to support utilization goals.
Diagnose equipment breakdowns to maintain customer uptime.
Install components, software, and MEUS-IAD solutions, including programming, calibrating, tuning, rebuilding, and maintaining 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/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 for defective and unused parts.
Participate in company training programs and pass 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 on newly identified issues.
Follow up on completed service calls to gauge customer satisfaction.
Enter customer praise and complaints into the current database.
Coordinate with Senior Engineers and follow their instructions and support advice.
Perform other duties as assigned.