Senior Service Engineer

Job Description

Job Description

 

About WEG Electric Corp.

WEG Electric Corp. is the largest industrial electric motor manufacturer in the Americas and one of the world's largest, producing more than 21 million units annually. Founded in 1961, WEG Electric Corp. operates mainly in the capital goods sector and has five main businesses: Motors, Energy, Automation, Coatings, and Transmission & Distribution, providing global solutions for electric motors, variable frequency drives, soft starters, controls, panels, transformers, and generators. The US corporate office is in Duluth, GA, with manufacturing units in Minnesota, Indiana, and Missouri, and it employs over 30,000 people worldwide. 

About the Role

WEG Electric Corp. has an exciting opportunity for a Sr. Service Engineer to join our team in Duluth, GA.

The Sr. Service Engineer provides advanced technical support for post-sales issues related to commercial and Electronically Commutated (EC) motors. This role serves as a senior technical expert, partnering with customers, distributors, service providers, field personnel, and factory engineering teams to resolve complex product performance, application, and warranty issues.

The Sr. Service Engineer leads troubleshooting efforts, supports field investigations, performs root cause analysis, and makes warranty recommendations while ensuring high levels of customer satisfaction. This position requires extensive product knowledge, strong analytical and communication skills, and the ability to manage complex technical situations from initial diagnosis through resolution.

Working closely with customers and cross-functional teams, the Sr. Service Engineer contributes to product quality improvement, service excellence, and the development of the organization's technical capabilities

Primary Responsibilities

• Provide advanced technical support to customers and end users via phone, email, and on-site visits.
• Evaluate and resolve complex technical issues involving commercial and EC motor products.
• Make warranty recommendations and claim decisions in collaboration with factory teams and customers.
• Create and execute action plans to address customer complaints and field service issues.
• Travel to customer sites as required to troubleshoot and resolve product performance concerns.
• Coordinate technical evaluations with factory engineering teams, customers, third-party service providers, and internal departments.
• Review, evaluate, and support warranty claims and technical support requests.
• Define scopes of work for field and in-house repairs.
• Prepare repair quotations and recommendations for customers.
• Conduct root cause analysis to determine failure modes and warranty eligibility.
• Review field service reports and documentation to support warranty decisions.
• Recommend corrective actions and process improvements related to warranty administration, product quality, and customer service.
• Participate in joint field service calls with field service personnel and service partners.
• Provide technical support for complex product installations and start-up activities.
• Issue Return Authorization Requests (RGAs) when appropriate.
• Document customer interactions, technical support activities, and service requests within company systems.
• Record and track product non-conformities and field issues to support quality improvement initiatives.
• Help customers and team members identify replacement parts and repair solutions.
• Develop and deliver technical training to customers, service partners, and internal team members.
• Train and mentor new employees on departmental processes, products, and troubleshooting procedures.
• Analyze customer complaints and field issues to identify trends and recommend corrective actions.
• Maintain effective communication with customers, suppliers, service providers, factory personnel, and internal stakeholders.
• Perform other duties and special projects as assigned.

Education

• Bachelor's degree required.
• Degree in Electrical Engineering, Electronic Engineering, Mechanical Engineering, or a related technical field preferred.

Experience & Knowledge

• Minimum of 7 years of relevant experience supporting electric motors, drives, or related industrial equipment is required.
• Strong technical expertise in motor applications, troubleshooting, and failure analysis.
• Advanced knowledge of electrical and mechanical systems within industrial and commercial environments.
• Ability to read and interpret electrical schematics, engineering drawings, service manuals, and technical documentation.
• Demonstrated ability to manage complex technical support and warranty situations.
• Knowledge of warranty processes, service operations, and repair practices.
• Strong root cause analysis and problem-solving skills.
• Excellent communication and customer relationship management skills.
• Effective negotiation and conflict resolution abilities.
• Ability to collaborate across multiple departments and lead technical discussions.
• Proficiency with Microsoft Office applications and business systems.

 

We offer a pleasant work environment, competitive compensation, and a full benefits package. Benefits include Medical, Dental, Vision, Short-Term Disability, Long-Term Disability, Employee Assistance Program, Health Savings Account, Flexible Spending Account, 401K, Paid Time Off, Eleven Paid Holidays, and one floating holiday.

To Apply : All candidates must submit an updated resume and complete our application in order to be considered for this position. 

Must be authorized to work in the United States. WEG Electric Corp. does not offer visa sponsorship for this role.

We are proud to be an Equal Opportunity/Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, sex, disability, veteran status, or other protected status.

Visit our website to learn more: