Field Service Engineer - Tewksbury, United States - Mycronic AB

Description

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

Working Conditions / Physical & Mental Demands

The physical demands and working conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.
Standard office environment. Significant computer work should be expected.
Equal Opportunity Employer
Mycronic is an equal opportunity employer committed to workplace diversity and inclusion.

We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

For a company founded on passion, collaboration and outside-the-box thinking, there is no greater asset than a diverse workforce.

It is the cornerstone of our global, internal culture, and we actively promote an inclusive and healthy work environment by embracing diversity and showing compassion for our colleagues.

Not only does it fuel our innovation capabilities, but it also deepens our understanding of our customers as well as the different cultures in which we operate.

We believe quite simply that diversity is our competitive edge.

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