Field Service Engineer

Field Service Engineer

Do you want to be part of an organization on the cutting edge of technology?

We're looking for talented people to join our motivated and friendly team. We have an open, collaborative, and flexible environment. You'll work alongside leading industry experts and take on challenging projects that bring tomorrow's electronics to life. If you want to make a difference, are an effective communicator, love a good challenge, and easily embrace change, your next career adventure awaits!

Mycronic is a global high-tech company whose innovative solutions have been advancing electronics technology for over 40 years. Today we continue to grow and serve customers in an expanding variety of industries. What we do impacts the future of technology, and in turn, the way we live our lives tomorrow.

Position Overview

Under the direction of the Sr. Manager, National Service and Aftermarket, the Field Service Engineer is responsible for providing technical expertise to customers; including working with customers to install, maintain and repair purchased products or services. This role will interface directly with customers, sales staff and various levels of management to manage, install and/or resolve system software and hardware failures, product performance issues and user quality improvements. The Field Service Engineer will assist sales representatives when they meet with clients to assist in sales demonstrations and answer customers' questions regarding the technical capabilities of products or services. Travel is required to perform the activities of this role and is anticipated but not limited to 50-75%. This role is located in Harrisburg, PA, but we are open to candidates in the greater Baltimore area.

Key Responsibilities

• Troubleshoots, diagnoses, and repairs Mycronic products on customer premises, at company facility, and via telephone
• Provides training to customers and participates in the set-up and demonstration of new products
• Assists in the preparation of system orders
• Provides pre- and post-sales support for all Mycronic services and products
• Provides meeting and trade show support; including setting up equipment and installing temporary cabling as needed
• Conducts pre-site inspection, preventative maintenance and customer care support for service contracts
• Maintains accurate records to reflect the support and repair history of equipment serviced or repaired
• Submits all necessary paperwork, including travel itineraries, trip reports, activity reports, weekly expense and service reports accurately and in a timely manner
• Maintains all assigned assets (laptop/computer, phone, tools, and repair parts, etc.)
• Returns defective parts replaced during repair in a timely manner to designated depots
• Establishes and maintains open lines of communication with key personnel at assigned accounts to remain current with support, repair and on-going issues (i.e. installations, upgrades, persistent problems)
• Escalates support issues to management when customer satisfaction is jeopardized
• Develops and maintains the knowledge and skills required to produce the highest levels of customer service support
• Becomes familiar with Mycronic equipment applications and products through structured corporate training programs, on the job training, study of Mycronic marketing materials, sales brochures and available self-study programs
• Works closely with customers, sales representatives, product engineers, administrative staff, and other field support personnel to provide the highest level of customer support and satisfaction
• Establishes a communication schedule with service managers and administrators to exchange information on daily and weekly activities
• Meets all assigned targets and goals set by corporate, regional and area managers
• Other duties as assigned yet not limited to the performance of functions related to the service processes of the company

Experience and Qualifications

• Associate's degree (A.A) or equivalent from two-year College or technical school; or at minimum three years related experience and/or training; or equivalent combination of education and experience
• Three years related experience with surface mount technology, electronics and/or robotics
• Valid driver's license; dependable vehicle
• Mechanical assembly and basic maintenance experience preferred
• Proven mechanical, electrical and computer competency
• Experience or training/certification in computers and Microsoft Windows environments
• Meets all assigned targets and goals set by corporate, regional and area managers
• Other duties as assigned yet not limited to the performance of functions related to the service processes of the company

Compensation

Pay range is commensurate with experience and qualifications. Expected pay range is between $33.65-$40.86.

Working Conditions / Physical & Mental Demands

The physical demands and working conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.

Standard office environment. Significant computer work should be expected.

Travel Requirements: Up to 75% travel.

A Culture Of Collaboration And Personal Growth

At Mycronic, we love what we do, but most importantly who we do it with. Because to us the relationships we have with our customers and each other are the keys to success.

Take part in the excitement of working with innovative people and global businesses who are elevating today's standards in modern electronics. Share in the responsibility of bringing great ideas to life within an inclusive culture that not only promotes personal growth and embraces diversity but depends upon it.

Here you are expected to have a voice and will be encouraged to get involved. It's this very mindset that empowers our people to make a positive difference for a broad range of businesses, society and the planet – every day.

Equal Opportunity Employer

Mycronic is an equal opportunity employer committed to workplace diversity and inclusion. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

For a company founded on passion, collaboration and outside-the-box thinking, there is no greater asset than a diverse workforce. It is the cornerstone of our global, internal culture, and we actively promote an inclusive and healthy work environment by embracing diversity and showing compassion for our colleagues. Not only does it fuel our innovation capabilities, but it also deepens our understanding of our customers as well as the different cultures in which we operate. We believe quite simply that diversity is our competitive edge.