CNC Field Service Tech

Location: Detroit, MI
Job Type: Direct Hire
Salary: $60,000.00 - $70,000.00
Date: 11/21/2017
Job ID: 02539071
Job Description

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 our company 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 SAP, 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 the Technical Support Engineers
  • 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
Required Skills

Travel Requirements 

  • 70-80% travel based on customer demand, primarily with in region: Detroit/Michigan, Essential Education, Skills and Experience
    • BSEET or equivalent related experience
    • 0-3 years 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
    • Ability to be “on call” to meet customer’s service needs as they arise
    • 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
Required Experience

Beneficial Education, Skills and Experience

  • Experience in Computerized Numeric Controls (CNCs) products preferred
  • Experience in Motion Controllers (AC and DC) and Programmable Logic Controllers (PLCs) a plus
  • Experience in field service a plus