Service & Support Technician

MiCROTEC•Corvallis, OR

2d•Onsite

About The Position

The Service & Support Technician is responsible for supporting, maintaining, and troubleshooting MiCROTEC lumber grading systems across the United States, Canada, and Australia/New Zealand. This role requires strong mechanical, electrical, and networking knowledge, as well as excellent problem-solving and customer service skills to ensure uptime and reliability for customers. The position involves on-site service visits, remote support, and system upgrades, along with after-hours on-call responsibilities.

Requirements

Strong mechanical, electrical, and networking knowledge.
Excellent customer service and problem-solving skills.
Ability to manage time effectively and handle multiple service requests.
Proficiency in computer hardware troubleshooting, networking setup, and software tools.
Technical degree preferred (Mechanical, Electrical, Networking).
2+ years of experience in system installation, field service, or industrial automation.
Ability to lift up to 50 lbs and work in varied industrial environments.
Must be able to differentiate wire and cable colors.

Nice To Haves

Experience in a sawmill or planer mill environment.

Responsibilities

Customer Support & Troubleshooting: Field support calls and emails, assisting customers with mechanical, electrical, and software issues. Provide remote troubleshooting and on-site maintenance visits to optimize system performance. Document customer interactions, service reports, and issue resolutions in Asana, ActivityDB, and ServiceNow. Manage personal scheduling and preparation for upcoming service visits and after-hours shifts.
System Calibration & Maintenance: Conduct system testing, calibration, and performance verification during service visits. Perform scheduled maintenance and software/hardware upgrades on customer sites. Assist with building and configuring new compute stacks for system installations and upgrades. Support the installation and commissioning team as needed.
Process Improvement & Documentation: Create and update installation and service project tracking in Asana. Provide feedback for continuous improvement of troubleshooting tools and service processes. Ensure proper use of Lock-Out Tag-Out (LOTO) procedures when working on systems.
Technical Collaboration & On-Call Support: Collaborate with engineering, installation, and manufacturing teams to resolve escalated issues. Participate in 24/7 phone support rotations, assisting customers during mill downtime situations. Assist in training new Service Technicians on troubleshooting best practices.