Customer Service Specialist

1 month ago

Ellenville, New York, United States QED Technologies Full time
About the Role

The Customer Service Engineer/Field Service Engineer is a key member of our global customer service field team at QED Technologies. Our world-class field service team provides exceptional service and support to our customers worldwide, earning our reputation by going above and beyond for them every day.

Key Responsibilities
  • Equipment Installation and Maintenance: Install new equipment at customer facilities to ensure full functionality according to defined specifications.
  • Technical Support: Provide remote and on-site technical assistance to help troubleshoot, diagnose, and repair equipment, including international and after-hours support.
  • Training and Documentation: Conduct training on the safe operation of equipment and provide documentation on installations and service visits.
  • Communication and Problem-Solving: Effectively communicate with customers regarding machine performance and problem resolution, and perform root cause analysis to determine the source of problems.
  • Process Qualification and Preventative Maintenance: Perform process qualification routines, including standard performance tests and preventative maintenance visits.
Requirements
  • Education and Experience: Bachelor's degree in Electrical Engineering, Engineering Technology, or a related field, or three to five years of related experience and/or training in CNC machine maintenance and electrical.
  • Computer Skills: Knowledge of machine control software, CNC control software, and MS Office (Excel, PowerPoint, Word).
  • Other Skills and Abilities: Excellent written and oral communication skills, high level of professionalism, ability to work independently, and experience in the Optics field (a plus).
Travel and Work Environment

Approximately 50% travel is required to perform the essential functions of this position, with most travel being domestic within the United States. Some international travel may be required to assist international customer service engineers. When not traveling, the Customer Service Engineer will work out of the Rochester, NY office.

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