Field Service Engineer

Jobtailor

Harrisburg (Dauphin County)

On-site

USD 45,000 - 65,000

Full time

14 days+

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Job summary

Mycronic seeks a Field Service Technician to troubleshoot, diagnose, and repair our products on customer sites, at our facility, and via telephone. You will train customers and participate in setup and product demonstrations, while assisting in system orders and pre/post-sales support.

You will maintain service records, coordinate travel, and ensure timely reporting of activity and expenses, while keeping assets in good order and collaborating with sales and engineering teams to uphold customer

Qualifications

Associate's degree (A.A) or equivalent from two-year College or technical school; or minimum three years related experience and/or training; or equivalent combination of education and experience
Three years related experience with surface mount technology, electronics and/or robotics
Valid driver's license; dependable vehicle
Mechanical assembly and basic maintenance experience preferred
Proven mechanical, electrical and computer competency
Experience or training/certification in computers and Microsoft Windows environments
Meets all assigned targets and goals set by corporate, regional and area managers

Responsibilities

Troubleshoots, diagnoses, and repairs Mycronic products on customer premises, at the company facility, and via telephone
Provides training to customers and participates in set-up and demonstration of new products
Assists in the preparation of system orders
Provides pre- and post-sales support for all Mycronic services and products
Supports meetings and trade shows; including setting up equipment and installing temporary cabling
Performs pre-site inspection, preventative maintenance and customer care for service contracts
Maintains accurate records of service history and repair work
Submits travel itineraries, trip reports, activity reports, weekly expense, and service reports timely
Maintains assets (laptops/computers, phones, tools, repair parts)
Returns defective parts to designated depots promptly
Maintains open communication with key personnel at accounts regarding installations, upgrades, and ongoing issues
Escalates issues to management when customer satisfaction is at risk
Develops knowledge and skills through training programs and self-study
Collaborates with customers, sales reps, product engineers, and admin staff to deliver high-level support
Keeps service managers informed with daily/weekly activity reports
Meets targets and goals set by corporate, regional, and area managers

Skills

Troubleshooting

Surface Mount Technology

Mechanical and Electrical Competency

Customer Service Support

Microsoft Windows Proficiency

Education

Technical School Degree

Valid Driver's License

Tools

Mycronic Products

Computers

Repair Tools

Temporary Cabling

Service Contracts

Job description

Troubleshoots, diagnoses, and repairs Mycronic products on customer premises, at company facility, and via telephone
Provides training to customers and participates in the set-up and demonstration of new products
Assists in the preparation of system orders
Provides pre- and post-sales support for all Mycronic services and products
Provides meeting and trade show support; including setting up equipment and installing temporary cabling as needed
Conducts 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 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 maintains 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 maintains 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, sales representatives, product engineers, administrative staff, and other field support personnel to provide the highest level of customer support and 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

Requirements

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
Three years related experience with surface mount technology, electronics and/or robotics
Valid driver's license; dependable vehicle
Mechanical assembly and basic maintenance experience preferred
Proven mechanical, electrical and computer competency
Experience or training/certification in computers and Microsoft Windows environments
Meets all assigned targets and goals set by corporate, regional and area managers

Core Competencies

Demonstrates expertise in troubleshooting, diagnosing, and repairing Mycronic products while providing exceptional customer service and support. Proficient in maintaining accurate records and effectively communicating with key personnel to ensure customer satisfaction and operational efficiency.

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