Service Engineer II

Job Description

Job Description

POSITION SUMMARY:

Under moderate supervision, provide intermediate technical service and support to Machine Tool Builders (MTBs), dealers, and end-users through on-site service and high-volume call center support. The role requires strong customer service, accurate case documentation, effective scheduling, and timely follow-through to support customer uptime.

POSITION DUTIES AND RESPONSIBILITIES:

Essential Functions

• Provide technical service and support to customers, including MTBs, dealers, and end-users.
• Provide on-site service at customer facilities using learned knowledge and experience of electro-mechanical assemblies, system operations, programming, and equipment diagnostics.
• Log in as an agent in the high-volume call center to support customer requests while meeting department goals for time to answer and total log-in time.
• Provide responsive customer support through phone, email, text, chat, and other communication channels.
• Enter all technical claims, service activity, follow-ups, opportunities, and other customer-related inquiries into the designated CRM or case-management database while maintaining data integrity.
• Maintain accurate, timely, and compliance-conscious records of daily events to support utilization goals, reporting, and customer follow-through.
• Coordinate customer appointments, service-call schedules, travel, and follow-up activities in a fast-paced environment.
• Diagnose equipment breakdowns using knowledge of machinery and other automated systems to maintain customer uptime.
• Install components, software, and solutions offered by MEAU using knowledge of programming, calibration, tuning, rebuilding, and maintenance of customer equipment in the field.
• Support in-house diagnostic systems, including simulators, programming systems, tools, and related resources.
• Present and sell value-added services (VAS) that help customers achieve their uptime goals, including CloudCNC, extended warranties, optional functions, machine tuning, control and system upgrades, and training.
• Promote all Mitsubishi products and support key initiatives to achieve strategic imperatives.
• Determine, order, and replace parts as necessary; maintain van stock inventory by following up on and creating returns for defective and unused parts.
• Participate in company training programs and pass required exams at satisfactory levels.
• Create and update technical documentation.
• Provide feedback and highlight design-improvement opportunities to Technical Support Engineers.
• Fully participate in and complete all company surveys.
• Provide management with feedback regarding newly identified issues.
• Follow up on completed service calls to gauge customer satisfaction and document praise, complaints, and resolution details in the current database.
• Coordinate with Senior Engineers and follow their technical direction and support guidance.
• Perform other duties as assigned.

SUPERVISORY / MANAGERIAL RESPONSIBILITIES

None

TRAVEL REQUIREMENTS

Up to 80% travel based on customer demand, primarily within the assigned region.

ESSENTIAL EDUCATION, SKILLS AND EXPERIENCE

• Bachelor of Science in Electrical Engineering Technology or equivalent, or 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 voltmeters, oscilloscopes, and other test and measuring equipment.
• Ability to read and understand technical documentation, including schematics, logic, and procedures.
• Computer proficiency, including Microsoft Office applications such as Outlook, Word, and Excel.
• Experience using CRM, case-management, or other recordkeeping systems with a strong focus on data accuracy and follow-through.
• Strong verbal and written communication skills, including professional phone, email, and customer-facing communication.
• Ability to coordinate schedules, appointments, travel, and competing priorities in a fast-paced environment.
• Experience handling confidential or sensitive information with professionalism and discretion.
• Experience working in a customer-focused, team-oriented environment.

BENEFICIAL EDUCATION, SKILLS AND EXPERIENCE

• Experience with Computerized Numerical Control (CNC) products preferred.
• Experience with robots and their operation is a plus.
• Experience with factory automation is a plus.
• Additional field-service experience is a plus.
• Experience with AC and DC motion controllers and programmable logic controllers (PLCs) is a plus.
• Experience in a high-volume customer support, call center, service coordination, or appointment-scheduling environment is a plus.
• Experience maintaining accurate electronic records, resolving customer issues, and coordinating follow-up across multiple stakeholders is a plus.

The pay range for this position at commencement of employment is expected to be between $30.77/hr. and $42.31/hr.; however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including commissions based on achieving individual performance and/or sales metrics, incentive compensation and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these additional compensation and benefit plans will be provided if an employee receives an offer of employment.

If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

We are an equal employment opportunity employer. All employment decisions are made without regard to race, color, religion, sex, pregnancy, breastfeeding or related medical condition, national origin, ancestry, citizenship, age, marital status, sexual orientation, gender identity, gender expression, domestic partnership, physical disability, mental disability, medical condition, genetic characteristic or information, military or veteran status or other legally protected status (except when one of these criteria is a legally permissible bona- fide occupational qualification).

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the Company, or (c) consistent with the Company’s legal duty to furnish information.

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