Service Engineer

Mitsubishi Electric Automation, Inc.Toronto, ON
$32 - $36

About The Position

Under supervision, provide technical service and support to the Machine Tool Builders (MTB’s), dealers, and end-users through telephone, on-line and on-site service.

Requirements

  • BSEET or equivalent related experience
  • 0-3 years of experience in field service for industrial automation
  • Ability to sell value added services to customers
  • Knowledgeable on electrical and mechanical tools for machine repair
  • Mechanical aptitude
  • Hands-on knowledge of volt meters, oscilloscopes, and other test / measuring equipment
  • Ability to read and understand technical documentation: schematics, logic, procedures, etc.
  • Strong verbal and written communication skills to communicate with and maintain effective relationships with customers and colleagues
  • Organization skills for arranging travel plans and service call schedule
  • Ability to travel by car and plane to on-site service calls
  • Flexibility to travel with limited notice to meet customer’s expectations
  • Ability to perform a hands-on role in an industrial environment, including but not limited to: wearing of proper safety attire, maneuvering into tight locations, occasional heavy lifting and carrying, standing on hard surfaces, and knowledgeable on electrical and mechanical tools for machine repairs
  • Team orientation
  • Computer proficiency – knowledge of MS Office (Outlook, Word, Excel)
  • Customer focused

Nice To Haves

  • Experience in Computerized Numeric Controls (CNC’s) products preferred
  • Experience with robots and how they operate is a plus
  • Experience in motion controllers (AC and DC) and programmable logic controllers (PLC’s) is a plus
  • Experience in field service is a plus

Responsibilities

  • Provide technical service and support to our customers, including: MTBs, dealers, and end-users via:
  • On-Site service at customer facilities using learned knowledge and experience of electro-mechanical assemblies, system operations, programming, and diagnosing of equipment problems
  • In-House telephone support using an automated call distribution network (ACD) with heavy call volume maintaining department goals for time to answer and total log-in time
  • Communicate with customers in e-mail, on-line chat and internal technical forums
  • Diagnose equipment breakdowns where knowledge of machinery and other automated systems is used to maintain customer UPTIME
  • Install components and solutions offered by Mitsubishi Electric Factory Automation where knowledge of programming, calibrating, tuning, rebuilding and maintaining customer’s equipment in the field is being utilized
  • Support the in-house systems for diagnostics such as simulators, programming systems, tools, etc.
  • Present and sell customers our value-added services (VAS) to help accomplish their UPTIME goals; CloudCNC, extended warranties, optional functions, machine tuning, control upgrades, training, etc.
  • Promote the sales of spare parts to customers which would further assist in their machine UPTIME
  • Determine, order, and replace parts as necessary while maintaining the consignment inventory account by following up on the defective and unused parts returns
  • Enter all technical claims, service activity, follow ups, and other customer related inquiries into the database, while maintaining data integrity
  • Participating in company training programs whereby passing with satisfactory levels
  • Create and/or update technical documentation
  • Feedback areas of improvement in design to Technical Support Engineers
  • Full participation and completion of all surveys from the company
  • Feedback to management for newly found issues
  • Follow up on performed service calls and open technical support claims using established database via company phone and e-mail systems
  • Cooperate with and take instruction/support advice from Senior Engineers
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