Field Service Engineer

2 weeks ago

Hillsboro, United States Mycronic USA Full time

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.

Job Summary Under the immediate direction of the PG Manager, this position 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. Will assist sales representatives when they meet with clients to assist in sales demonstrations and answer customer 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 80 to 90%.

Key Responsibilities • Troubleshoots, diagnoses, and repairs Mycronic products on customer premises, at Mycronic facility, and via telephone • Provides training to customers and participate in the set-up and demonstration of new products and assist in the preparation of system orders • Provides pre and post-sales support for all Mycronic services and products • Provides meeting and trade show support by setting up equipment and installing temporary cabling as necessary • Provides 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; as required, 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 maintain 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 maintain 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, local sales representative, product engineers, marketing managers, administrative, and other field support personnel to provide the highest level of customer support & 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 • Responsible to work collaboratively with others (internally and externally) to achieve common objects, goals and results • Maintains a consistent and positive attendance pattern • Respects safety rules and use all appropriate safety equipment • Other duties as assigned including but not limited to the performance of functions related to the service processes of the company • Highly organized • Excellent verbal and written communication skills and the ability to interact professionally with a diverse group - executives, managers, and subject matter experts; professionally engaging • Ability to prepare and present information to guests, senior associates, vendors and customers

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 • Strong mechanical, electrical and computer competency • Training or certification in computers and MS Windows environments, mechanical assembly and basic maintenance preferred • Experience with surface mount, electronics, robotics experience beneficial

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