POSITION SUMMARY

Under moderate supervision, provide intermediate technical service and support to the Machine Tool Builders (MTBs), dealers, and end-users through on-site service and call center support.

POSITION DUTIES AND RESPONSIBILITIES

· Provide technical service and support to our customers, including MTBs, dealers, and end-users.

· On-Site service at customer facilities using learned knowledge and experience of electro-mechanical assemblies, system operations, programming, and diagnosing of equipment problems.

· Log in as an agent in our high-volume call center to support customer requests while upholding department goals for time to answer and total log-in time.

· Call center support includes, but not limited to, Phone support, email, text, chat, etc.

· Enter all technical claims, service activity, follow ups, opportunities, and other customer related inquiries into the database, while maintaining data integrity.

· Maintain accurate details of daily events to support our utilized goals.

· Diagnose equipment breakdowns where knowledge of machinery and other automated systems is used to maintain customer uptime.

· Install components, software and solutions offered by MEAU using knowledge of programming, calibrating, tuning, rebuilding and maintaining customer’s equipment in the field.

· Support the in-house systems for diagnostics such as simulators, programming systems, tools, etc.

· Present and sell to customers our value-added services (VAS) to help accomplish their uptime goals; CloudCNC, extended warranties, optional functions, machine tuning, control/system upgrades, training.

· Promote all Mitsubishi products and support key initiatives to achieve our strategic imperatives.

· Determine, order, and replace parts as necessary while maintaining Van stock inventory by following up and creating returns for defective and unused parts returns.

· Participate in company training programs and passing exams with satisfactory levels.

· Create and/or update technical documentation.

· Provide feedback and highlight areas of improvement in design to Technical Support Engineers.

· Full participation and completion of all surveys from the company.

· Provide feedback to management for newly found issues.

· Follow up on performed service calls to gage customer satisfaction.

· Enter all praises and complaints into our current database

· Coordinate with and take instruction/support advice from Senior Engineers.

· Perform other Duties as assigned.

Supervisory / Managerial Responsibilities

· None

Travel Requirements

· Up to 80% travel based on customer demand, primarily with assigned region.

ESSENTIAL EDUCATION, SKILLS AND EXPERIENCE

· BSEET or equivalent related experience.

· 3-6 years of experience in field service for industrial automation.

· Knowledge of and experience using electrical and mechanical tools for machine repair.

· Hands-on experience using volt meters, oscilloscopes, and other test / measuring equipment.

· Ability to read and understand technical documentation: schematics, logic, procedures, etc.

· Computer proficiency – knowledge of MS Office (Outlook, Word, Excel).

· Experience working in a customer focused & team-oriented environment.

BENEFICIAL EDUCATION, SKILLS AND EXPERIENCE

· Experience in Computerized Numeric Controls (CNC’s) products preferred.

· Experience with robots and how they operate is a plus.

· Experience with Factory automation is a plus.

· Experience in field service is a plus.

· Experience in motion controllers (AC and DC) and programmable logic controllers (PLC’s) is a plus.

PHYSICAL, ENVIRONMENTAL, COGNITIVE REQUIREMENTS

· Must possess a mechanical aptitude.

· Perform a hands-on role in an industrial environment, including but not limited to the ability to:

- Wear proper safety attire, maneuver into tight locations, regularly lift and carry up to 50 pounds, stand on hard surfaces.

- Ability to bend, stretch, squat, and climb in various areas, including tight and confined spaces.

- Navigate a plant environment.

- Move about to accomplish tasks or moving from one worksite to another.

- Work around moving equipment and operate machinery and /or power tools.

· Must be physically able to regularly travel, including the ability to:

- Sit for extended periods of time for the purposes of travel.

- Operate a motor vehicle for both short and long distances.

- Fly via commercial flights, both nationally and internationally as needed.

- Stay overnight in hotels as needed.

· Be able to respond and travel quickly , with little notice, for emergencies.

· Able to work potential overtime/extended hours.

· Ability to organize and prioritize working activities.

· Ability to analyze and diagnose problems and work independently to solve them.

· Ability to meet tight deadlines.

· Fast-paced daily work output.

· Detail oriented and extremely accurate.

· Excessive noise, vibrations, sensory conditions.

· Strong verbal and written communication skills to communicate with and maintain effective relationships with customers and colleagues.

· Ability to sell value added services to customers.

· Strong organization skills for arranging travel plans and service call schedule.

· Ability to be “on call” to meet customer’s service needs as they arise.

Required Skills

Required Experience

• BSEET or equivalent related experience
• 0-3 years experience in field service for industrial automation

Qualifications:

The qualified applicant will have a M.A. in English, Rhetoric, or related field.

How to Apply:

The review of applications will begin immediately and continue until a qualified candidate(s) is selected.

Complete application submissions will include a cover letter with details of teaching experience and relevant graduate credits, curriculum vitae, and contact information for three professional references.

Shenandoah University is committed to enriching its educational experience and culture through the diversity of its faculty, administration, and staff. All candidates are strongly encouraged to include a statement in their cover letters addressing ways in which they may be able to contribute to that commitment.

Shenandoah University values the unique and diverse perspectives of individuals and communities locally and globally and seeks to foster mutual understanding in an inviting community where individuals are welcome and respected. The university does not discriminate on the basis of race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, physical or mental disability, genetic information, veteran’s status or on any other basis protected under applicable law.