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Field Support Engineer

2 months ago

Roanoke Virginia, United States TMEIC Corporation Americas Full time
Job Title: Field Support Engineer

Office Location: Preferred locations include Roanoke, VA or Houston, TX

Department: Industrial Systems/Technical Services

General Role Overview:
As a Field Support Engineer, you will be responsible for delivering warranty engineering services, which encompass both technical and parts assistance for clients and field engineers.

Key Responsibilities:
– Develop potential solutions for clients and field engineers based on failure trend analysis.
– Provide guidance to clients and internal engineers to address on-site challenges, offering technical support and troubleshooting advice.
– Utilize remote diagnostic tools to analyze equipment failures when necessary.
– Lead problem-solving initiatives at client locations, coordinating efforts among the Company’s engineering teams, suppliers, and clients.
– Identify and rectify deficiencies in hardware, software, or system design through collaboration with clients and internal engineers.
– Organize and schedule essential resources, including parts and engineering availability, for field change implementations.
– Communicate any identified errors or deficiencies in hardware, software, or system design to the factory, implementing corrective actions as directed.
– Maintain accurate case information in the CRM system to ensure timely reporting.
– Monitor and report monthly warranty expenses for the assigned business unit to the Technical Services Manager.
– Prepare and distribute Service Advisories to clients and field engineers as required.
– Draft and review field reports, issuing them to clients upon request.
– Ensure compliance with safety qualifications relevant to assigned tasks, adhering to both Company and client safety standards.
– Manage warranty replacements efficiently, expediting as needed.
– Address supplier product failures promptly and cost-effectively.
– Be available to respond to client inquiries after regular business hours on a rotating basis.
– Investigate proposed field changes, reporting issues and suggesting solutions to the parent Company as necessary.

General Employee Expectations:
– Commit fully to tasks assigned by management.
– Provide management with sound advice.
– Notify management promptly if work cannot be completed as specified.
– Collaborate effectively with peers and engage cross-organizationally as directed by management.

Core Values:
– Uphold the Company’s core values of Integrity, Client Focus, Team Orientation, and Personal Commitment.
– Adhere to all Company policies, practices, and legal regulations.
– Proactively recommend feasible improvements.
– Ensure effective use of business tools and processes.

Minimum Qualifications:
– Bachelor’s degree in electrical, mechanical, or a related engineering discipline, or equivalent experience.
– A minimum of 3 years of experience in field engineering, customer support, development, testing, or project engineering within industrial control and drive systems in either an industrial or laboratory setting.
– Proven ability to establish successful working relationships with clients, suppliers, and other internal and external stakeholders.
– Strong personal leadership, interpersonal, organizational, administrative, and communication skills.
– Demonstrated commitment to continuous improvement in assigned responsibilities.
– Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Access, Outlook).
– Willingness to travel domestically and internationally, approximately 20%, sometimes with limited notice.

Preferred Qualifications:
– Experience in controls engineering.
– Familiarity with variable frequency drive (VFD) engineering.