Field Technical Support Engineer

3 weeks ago

Raleigh, United States Graham Personnel Services Full time

Our Greensboro client is a leader in manufacturing measurement solutions technology and has an immediate DIRECT HIRE career opportunity for an experienced Field Technical Support Engineer. Seeking a specialist looking for a career working in the field using blended skills and experience in engineering and information technology support to assist customers with installation, troubleshooting and enhancement of product within manufacturing and able to support customers as needed in a 24/7 capacity with others on the team. You will be part of a team supporting their Fortune 500 customer base and will be traveling to multiple U.S. states and internationally as well. They offer pay from $60k to $70k+ depending on skills and experience, and offer room for advancement, benefits including medical, dental, vision, 401k, life, gym membership contribution, employee assistance program, holiday pay and PTO. Join their growing field team with a friendly family feel, respectful, collaborative culture that supports employee growth and development.

Summary: Reporting to the Quality Manager, conduct successful field support installations and training visits at customer sites (nationally and internationally) on behalf of the Company. Actively listen and understand customer concerns while identifying product support needs relating to systems and operations, technical software, and the integration of software and hardware. In this role you must be positive, enthusiastic and responsive to customers as a representative of the company and departmental teams.

Responsibilities:

• Install, configure, troubleshoot, and maintain both manual and fully automated electro-mechanical systems; • Deliver high quality service visits, repairs and support issues with high quality team performance; • Perform start up testing and customer training on features and general maintenance of product and identify, analyze, and repair all product issues, and communicate results with team and customer; • Cooperate with technical team and share information across the organization to solve any customer problems in a timely manner; • Provide technical support and training to customers and team members by phone, email, or through online remote sessions as needed. • Document and track all open action items from customer visits • Advise customer of upgrades, spare parts and new product opportunities to support sales team during onsite visits; • Ensure proper documentation relating to service calls, including records of time spent and parts used on each visit and properly reporting them into the CRM system and communicate daily via email to company office with updates on visit status • Coordinate pre-planning for any customer related visits between installer and sales team to optimize all customer visits; • Participate as part of the 24/7 on-call schedule for company technical team members and respond to all customer support requests with speed and accuracy of reply and diagnosis • Completes accurate repair tickets, installation and service visit reports and issue logs for all visits • Inputs all appropriate data and updates into CRM system timely • Achieves department productivity goals by complying with established priorities and work procedures, along with utilizing good time management skills • Ensures all technical information is used and all work performed is properly recorded on the appropriate records, with all inspection tools and equipment are in proper working order, and properly calibrated during accomplishment of all job activities • Comply to all company safety requirements and company guidelines, policies and procedures, FOD, 5S and safety requirements

Requirements: Bachelors degree in preferably an engineering or mechatronics degree Two plus years of successful field service experience working with manufacturing customers and field training and installation with customers on site At least five years experience in a technically oriented or complex component assembly/test environment. with the ability to troubleshoot, test, repair and service technical equipment Support or troubleshooting experience with Hardware/Software and experience with a customer CRM software program, preferably Salesforce Strong knowledge and interpretation reading mechanical and electrical drawings Mechanical, electrical, and overall technical experience and aptitude General knowledge of PLC automation and integration methods Ability to travel domestically and internationally as needed to customer sites Holds valid drivers license and ability to obtain passport Ability to work extended hours Excellent time management skills and history of dedicated timeliness and attendance Excellent verbal/written/presentation communication skills Positive, driven, team focused and self-motivated daily and while ensuring company and customer satisfaction

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