SUMMARY

This person is responsible for installing and servicing resistance welding, laser welders, laser markers, and systems equipment; handling customer inquiries related to applications or processes development using our products. Travel to support these tasks will be worldwide.

Review incoming communications (e-mail, phone and chat) from customer on issues. Provide information as requested, conduct phone and on-line support to resolve issues. Determine if a field service visit is required, what parts are needed on-site for that visit and what skill sets the field engineer needs to be successful. In coordination with the field service supervisor, quote visits and assist with scheduling field service visits. Investigate product complaints at customer sites, perform root cause analysis of failures, and propose remediation in a timely fashion. Analyze complaint data and generate prioritized actions to address shortcomings associated with the company’s products. Provide technical information and documentation as needed to support field engineer’s visits. Track open issues/Tickets to assure that all customer requests are resolved. Determine long- term training needs for department and help to coordinate training.

REQUIREMENTS
• Confer with customers to address questions, problems or requests for service on equipment.
• Review technical information, obtain details from internal sources, determine appropriate level of information to provide to customers and communicate that information to customers.
• Review existing product design, identify weaknesses, propose, implement and monitor effectiveness of improvements.
• Provide real-time phone support for customers’ engineers working on machines.
• Provide remote access support for customers’ PC controlled machines.
• Determine when remote support is insufficient and on-site support is required.
• Work with Field Service Supervisor to schedule field service visits and rearrange customer visits when required for urgent support needs.
• Determine what tools and spare parts are required and coordinate their delivery to customer site to coincide with field service engineer visit.
• Provide technical information and support to field engineers during their customer visits.
• Create strategy for verification of the corrective design and participate in verification activities.
• Perform all duties in compliance with quality management systems; actively contribute to the continuous improvement of product.
• Build early concepts of corrective designs and thoroughly test them.
• Other tasks and projects as assigned by the management of xxxxxxxx from time to time
• No more than 25% travel with such travel scheduled in advance.
• Lift and carry 50 pounds.
• Valid US Passport required.

EXPECTED ABILITIES

• Solid technical understanding of modern digitally controlled production equipment
• Excellent customer service, verbal and written communication skills
• Detail oriented
• Experience in computer skills including Microsoft Office products
• Excellent time management
• Ability to support multiple projects throughout each day
EDUCATION/EXPERIENCE

• Bachelor of Science in Engineering or related technical field
• Two years’ experience in Engineering type role
• Two years’ experience in a Customer Service type role
• Ability to support multiple projects throughout each day