Field Tech Support Engineer: Training & Travel

Yaskawa America, Inc. / Motoman; Waukegan (IL); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

401(k) plan

Profit sharing

Corporate-wide bonus plan

Educational assistance up to $10,000

Job summary

Yaskawa America, Inc. in the Drives & Motion Division is seeking a Technical Support Engineer to provide high-quality phone support, field service engineering and technical assistance for customers.

You will support installations, start-ups, maintenance and training across industrial controls and motion systems. The role requires a BSEE/BSET or equivalent, at least one year of technical customer interaction, and strong electronics test equipment skills.

Qualifications

• BSEE or BSET preferred, or equivalent technical training, or equivalent work experience.
• One-year experience in technical customer interaction with variable frequency drives, general motion controllers, servos, CNC’s, PLC’s, robotics, or similar industrial controls.
• Understanding of basic applications knowledge pertaining to variable frequency drives, general motion controllers, servos, CNC’s, PLC’s, robotics or similar industrial controls.
• Detailed working knowledge of electronic test equipment such as dual trace storage oscilloscopes. line power analyzers, digital multimeters and the ability to diagnose electronic circuits.
• Valid driver's license, and able to qualify for a U.S. passport.
• Must be computer literate, proficient with IBM PC and software (word processing, graphics, spreadsheets, etc.) and have good typing skills.
• Excellent verbal and written communication skills.

Responsibilities

• Provide customers with fast and efficient telephone support for all aftermarket services.
• Complete training as a "Certified Specialist" meeting all requirements as set forth by the training department and the department manager. Subsequently keep current with product changes to maintain certification.
• Continually improve personal technical and business skills attending in house and third party training enabling incumbent to service Yaskawa current and non-current products.
• Perform service work promptly, safely, and effectively to the customer's satisfaction as measured by the time to repair, number of disputes resulting and resultant feedback from customers.
• Travel as directed by customer's needs on assigned field service calls. Be available for 24 hour on call duty on an assigned rotational schedule.
• Provide timely, accurate, and legible reports on all service work performed. These include expense, time allocation, warranty failure, training, or other reports as directed and required.
• Input incoming call information into business database, CRM.
• Under supervision quote field installable upgrades, replacement parts and spare parts.
• As new products and retrofit kits are introduced, provide customers with appropriate migration paths and phone support.
• Assist as directed in the training and mentoring of newly hired service engineers.
• Interface with YAI Customers, Partners, ASC's, OEMs, authorized 3 rd party service providers, and channels to the market and recommend to management changes to existing or new programs, policies or procedures that may increase customer satisfaction.
• Attend industrial trade association shows and events that pertain to the professional interest of the position or of the company.
• Collect and contribute data for the Customer Satisfaction report relating to product quality issues.
• Utilize and maintain technical documentation and customer data in a central filing system.
• Author technical FAQ’s for Yaskawa’s knowledge management system.

Education

BSEE or BSET or equivalent

Tools

Oscilloscopes

Power analyzers

Digital multimeters

Job description

Yaskawa America, Inc. in the Drives & Motion Division is seeking a Technical Support Engineer to provide high-quality phone support, field service engineering and technical assistance for customers.

You will support installations, start-ups, maintenance and training across industrial controls and motion systems. The role requires a BSEE/BSET or equivalent, at least one year of technical customer interaction, and strong electronics test equipment skills.