Service Engineer - Motors

WEG Electric Corp•Duluth, GA

About The Position

WEG Electric Corp. has an excellent opportunity for a Service Engineer. You will provide technical support for post-sales issues related to commercial and EC (Electronically Commutated) motors. Primary Responsibilities: Provides technical support to customers Makes warranty decisions on warranty claims in conjunction with the factory and the customers Creates action plans for supporting customer complaints in the field including travel to site for troubleshooting. Coordinates evaluation of issues with factory teams, customers, third part shops and WEC teams. Executes and supports the evaluation of warranty claims and technical support requests. Defines scope of work for repairs in the field and in house. Quotes repairs in the field and in house. Recommends measures to improve warranty methods, performance and quality of service. Participates in joint field service calls with the field service team. Keeps and promotes good communication with customers, suppliers, factory teams and team members. Provides technical support to customers and end users, by phone or email with a complex start-up of WEG products. Sends Return Authorization Request Form to customer when requested or when deemed appropriate. Records details of calls and email in technical support database. Records non-conformity of WEG products in the appropriate database. Reviews field service reports as needed for warranty validation. Performs root cause analysis to determine, if possible, whether failure is a manufacturer defect or external, for warranty or denial purposes. Assists the team on identifying parts for customers. Trains the new employees in their assignments within the team. Manage and perform training for customers and service partners Analyzes technically customer and field complaints

Requirements

Field of Study if required: Electrical, Electronic or Mechanical Engineering degree preferred
Knowledge / training: 3-5+ years of related experience with electric motors and drives
Department procedures.
Robust product and troubleshooting knowledge, required.
Knowledge of schematics, drawings and service manuals, required.
Demonstrated competency in complex scenarios.
Knowledge to handle all levels of service issues.
Knowledge to communicate clearly and effectively to customers and management
Negotiation

Responsibilities

Provides technical support to customers
Makes warranty decisions on warranty claims in conjunction with the factory and the customers
Creates action plans for supporting customer complaints in the field including travel to site for troubleshooting.
Coordinates evaluation of issues with factory teams, customers, third part shops and WEC teams.
Executes and supports the evaluation of warranty claims and technical support requests.
Defines scope of work for repairs in the field and in house.
Quotes repairs in the field and in house.
Recommends measures to improve warranty methods, performance and quality of service.
Participates in joint field service calls with the field service team.
Keeps and promotes good communication with customers, suppliers, factory teams and team members.
Provides technical support to customers and end users, by phone or email with a complex start-up of WEG products.
Sends Return Authorization Request Form to customer when requested or when deemed appropriate.
Records details of calls and email in technical support database.
Records non-conformity of WEG products in the appropriate database.
Reviews field service reports as needed for warranty validation.
Performs root cause analysis to determine, if possible, whether failure is a manufacturer defect or external, for warranty or denial purposes.
Assists the team on identifying parts for customers.
Trains the new employees in their assignments within the team.
Manage and perform training for customers and service partners
Analyzes technically customer and field complaints