Technical Service Engineer

Technical Service Engineer

The Technical Service Manager is responsible for centrally managing and coordinating service operations, including scheduling corrective service calls and preventive maintenance (PM) activities for industrial digital X-ray systems with integrated automation components. This is a primarily office-based role out of Bohemia, NY focused on planning, resource allocation, technical coordination, and ensuring high system uptime across customer sites.

Key Responsibilities

Service Coordination & Scheduling

• Plan, schedule, and coordinate all service calls, breakdown support, and preventive maintenance activities.
• Assign and dispatch field service engineers based on priority, geography, and technical expertise.
• Optimize service schedules to ensure efficient utilization of resources and minimal system downtime.
• Track open service tickets and ensure timely closure in line with SLAs.

Preventive Maintenance Planning

• Develop and maintain structured PM schedules for installed industrial X-ray systems.
• Ensure timely execution of PM tasks and adherence to internal service standards.
• Monitor PM compliance and identify risks related to overdue maintenance.

Technical Support & Escalation

• Provide remote technical support and guidance to field engineers for troubleshooting complex issues.
• Act as the escalation point for critical system failures involving imaging systems and automation components (motors, PLCs, sensors, conveyors, etc.).
• Review service reports and validate root cause analysis and corrective actions.

Service Operations Management

• Maintain centralized service logs, documentation, and performance metrics.
• Monitor system uptime, failure trends, and recurring issues to drive improvements.
• Implement processes to improve response time, first-time fix rate, and overall service efficiency.

Team Coordination

• Coordinate daily activities of field service engineers and support staff.
• Assist in training planning and knowledge sharing for service teams.
• Ensure adherence to service protocols, documentation standards, and reporting accuracy.

Customer Communication

• Serve as the primary coordination point for customers regarding service schedules and updates.
• Provide timely communication on service status, delays, and resolution timelines.
• Support customer escalations with structured updates and action plans.
• Occasional travel to customer sites to scope out service tasks as well as gauge customer satisfaction

Spare Parts & Resource Planning

• Coordinate with inventory and logistics teams to ensure availability of critical spare parts.
• Track parts consumption and forecast requirements based on service trends.
• Minimize delays caused by parts unavailability.

Reporting & Continuous Improvement

• Generate regular reports on service KPIs (response time, resolution time, uptime, PM compliance).
• Analyze service data to identify patterns and recommend corrective/preventive actions.
• Drive continuous improvement initiatives in service delivery processes.

Required Qualifications

• US Citizen
• Bachelor's degree in Electronics, Electrical Engineering, Mechatronics, or related field.
• 4–8 years of experience in servicing or managing industrial equipment (preferably X-ray, NDT, or automated inspection systems).
• Experience in service coordination, dispatching, or operations management.

Technical Skills

• Understanding of industrial digital X-ray or NDT systems (preferred).
• Knowledge of automation systems (PLC, HMI, sensors, motion control, conveyor systems).
• Familiarity with service ticketing systems, ERP/CRM tools, and remote diagnostics.
• Ability to interpret technical logs, schematics, and system diagnostics.

Soft Skills

• Strong planning, coordination, and organizational skills.
• Effective communication and stakeholder management.
• Analytical mindset with strong problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• Experience in industrial inspection systems or automated machinery environments.
• Exposure to quality or safety standards relevant to industrial systems.
• Prior experience in an office-based service coordination or technical support role.

EEO/AAP/VETs