Service Engineer (Bilingual English/Mandarin)

BALLUFF INC•Troy, MI

5d•Remote

About The Position

The Service Engineer provides after-sales technical support for Balluff products, helping customers diagnose, troubleshoot, and resolve technical issues involving industrial automation systems. This customer-facing role supports customers throughout the Detroit metropolitan area and requires fluency in English and Mandarin to support regional and global customer operations.

Requirements

Fluency in both English and Mandarin is required.
Associate's degree in Engineering or a related technical or industrial field required; Bachelor's degree preferred, or an equivalent combination of education and experience.
Hands-on experience troubleshooting PLC-controlled industrial automation equipment in a manufacturing environment.
Experience programming and troubleshooting Siemens and/or Rockwell (Allen-Bradley) PLCs in manufacturing or industrial automation environments required.
Experience with industrial communication networks such as Profinet, Ethernet/IP, Profibus, DeviceNet, CC-Link, or similar.
Experience supporting electronic or electrical equipment in manufacturing or industrial automation environments.
Strong troubleshooting and root cause analysis skills.
Excellent customer service, communication, and technical documentation skills.
Proficiency with Microsoft Office.
Ability and willingness to travel up to approximately 20%.

Nice To Haves

SAP and SAP C4C experience is a plus.

Responsibilities

Provide after-sales technical support to customers via phone, email, virtual meetings, and on-site visits.
Troubleshoot Balluff products, PLC-controlled automation systems, industrial networks, and related hardware in customer manufacturing environments.
Diagnose and resolve customer technical issues while documenting activities in the SAP C4C service ticket system.
Support customer complaint investigations and coordinate issue resolution with engineering, quality, and development teams.
Escalate complex technical issues through established complaint resolution processes.
Maintain accurate service documentation, including service tickets, trip reports, application reports, and corrective action documentation.
Perform product commissioning, testing, firmware updates, and field service support as needed.
Deliver technical presentations and product training for customers, distributors, and internal personnel.
Develop and maintain technical documentation, application examples, troubleshooting guides, and support tools.
Collaborate with sales, engineering, quality, and product teams to improve customer satisfaction and product performance.
Identify recurring issues and recommend product or process improvements.
Travel to customer sites to support installations, troubleshooting, and technical service activities.