Under supervision, provide technical service and support to the Machine Tool Builders (MTB’s), dealers, and end-users through telephone, on-line and on-site service.
Position Duties and Responsibilities
- Provide technical service and support to our customers, including: MTBs, dealers, and end-users via:
- On-Site service at customer facilities using learned knowledge and experience of electro-mechanical assemblies, system operations, programming, and diagnosing of equipment problems
- In-House telephone support using an automated call distribution network (ACD) with heavy call volume maintaining department goals for time to answer and total log-in time
- Communicate with customers in e-mail, on-line chat and internal technical forums
- Diagnose equipment breakdowns where knowledge of machinery and other automated systems is used to maintain customer UPTIME
- Install components and solutions offered by Mitsubishi Electric Factory Automation where knowledge of programming, calibrating, tuning, rebuilding and maintaining customer’s equipment in the field is being utilized
- Support the in-house systems for diagnostics such as simulators, programming systems, tools, etc.
- Present and sell customers our value-added services (VAS) to help accomplish their UPTIME goals; CloudCNC, extended warranties, optional functions, machine tuning, control upgrades, training, etc.
- Promote the sales of spare parts to customers which would further assist in their machine UPTIME
- Determine, order, and replace parts as necessary while maintaining the consignment inventory account by following up on the defective and unused parts returns
- Enter all technical claims, service activity, follow ups, and other customer related inquiries into the database, while maintaining data integrity
- Support the business operations including:
- Participating in company training programs whereby passing with satisfactory levels
- Create and/or update technical documentation
- Feedback areas of improvement in design to Technical Support Engineers
- Full participation and completion of all surveys from the company
- Feedback to management for newly found issues
- Follow up on performed service calls and open technical support claims using established database via company phone and e-mail systems
- Cooperate with and take instruction/support advice from Senior Engineers
Travel Requirements
- 60-80% travel based on customer demand, primarily within the assigned region.
Essential Education, Skills and Experience
- BSEET or equivalent related experience
- 0-3 years of experience in field service for industrial automation
- Ability to sell value added services to customers
- Knowledgeable on electrical and mechanical tools for machine repair
- Mechanical aptitude
- Hands-on knowledge of volt meters, oscilloscopes, and other test / measuring equipment
- Ability to read and understand technical documentation: schematics, logic, procedures, etc.
- Strong verbal and written communication skills to communicate with and maintain effective relationships with customers and colleagues
- Organization skills for arranging travel plans and service call schedule
- Ability to travel by car and plane to on-site service calls
- Flexibility to travel with limited notice to meet customer’s expectations
- Ability to perform a hands-on role in an industrial environment, including but not limited to: wearing of proper safety attire, maneuvering into tight locations, occasional heavy lifting and carrying, standing on hard surfaces, and knowledgeable on electrical and mechanical tools for machine repairs
- Team orientation
- Computer proficiency – knowledge of MS Office (Outlook, Word, Excel)
- Customer focused
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 in motion controllers (AC and DC) and programmable logic controllers (PLC’s) is a plus
- Experience in field service is a plus
Physical, Environmental, Cognitive Requirements
- Moving self in different positions in various environments including tight and confined places.
- Must be able to travel to offsite assignments
- Must be ale to physically access and inspect all areas of machinery
- Must be able to bend, stretch, squat, and climb to access all parts of the machine
- Be able to respond and travel quickly with emergencies
- Must be able to travel to offsite assignments
- Medium work that includes moving objects up to 50 pounds
- Able to work potential overtime/extended hours
- Working around moving equipment
- Operating machinery and/or power tools
- Ability to work in a confined area or small and/or enclosed spaces
The target base pay range for this position is $32-36 CAD per hour. The listed salary range is approximate and reflects the anticipated compensation for this position as determined by salary analysis; both internal and external to MEAU. Final compensation will be determined based on the candidate's qualifications, skills and experience. Compensation may also vary due to market factors. MEAU retains the right to adjust compensation based on business needs.
Mitsubishi Electric Automation, Inc. is an equal opportunity employer and does not discriminate in hiring or employment on the basis of race, color, religion, sex, national origin.
