Service Engineer II

Mitsubishi Electric US, Inc.; Boston (MA); On-site; USD 42,000 - 58,000; Full time

Benefits offered by this job

401(k) eligibility

Medical benefits

Paid time off

Job summary

Mitsubishi Electric US, Inc. is seeking an on-site field service professional to support machine tool builders, dealers, and end-users. You will diagnose equipment, install MEAU offerings, and coordinate travel and service calls to ensure high uptime.

Qualifications include a BS in Electrical Engineering Technology (or related), 3–6 years in industrial automation field service, and strong communication skills. Travel up to 80% within the region is expected.

Qualifications

• Bachelor of Science in Electrical Engineering Technology or related, or equivalent experience.
• 3–6 years of field service for industrial automation.
• Experience with electrical and mechanical tools for machine repair.
• Hands-on use of test equipment like voltmeters and oscilloscopes.
• Strong reading of schematics, logic, and procedures.
• Proficient with Microsoft Office and CRM systems.

Responsibilities

• Provide technical service and support to customers, including MTBs, dealers, and end-users.
• Perform on-site service at customer facilities using knowledge of electro-mechanical assemblies and diagnostics.
• Log in as an agent in a high-volume call center to support requests while meeting goals.
• Provide responsive support via phone, email, text, chat, and other channels.
• Document all technical activity and follow-ups in the designated CRM system.
• Maintain accurate, timely records to support utilization goals and reporting.
• Coordinate appointments, schedules, travel, and follow-ups in a fast-paced environment.
• Diagnose equipment breakdowns to maintain customer uptime.
• Install components and software offered by MEAU using knowledge of programming and maintenance.
• Assist in-house diagnostic systems and simulators.
• Present and sell value-added services to help uptime goals.
• Promote Mitsubishi products and initiatives to achieve strategic imperatives.
• Order/replace parts; manage van stock and returns.
• Participate in training and pass required exams.
• Create/update technical documentation.
• Provide feedback on design-improvement opportunities.
• Complete surveys and provide management with issue feedback.
• Follow up on completed service calls to gauge satisfaction and log outcomes.
• Coordinate with Senior Engineers for guidance.
• Perform other duties as assigned.

Skills

Customer service

Communication

CRM usage

Scheduling

Technical support

Education

Bachelor of Science in Electrical Engineering Technology or related

Tools

Voltmeters

Oscilloscopes

Job description

Current job opportunities are posted here as they become available.

Under moderate supervision, provide intermediate technical service and support to Machine Tool Builders (MTBs), dealers, and end-users through on-site service and high-volume call center support. The role requires strong customer service, accurate case documentation, effective scheduling, and timely follow-through to support customer uptime.

POSITION DUTIES AND RESPONSIBILITIES:

Essential Functions

• Provide technical service and support to customers, including MTBs, dealers, and end-users.
• Provide on-site service at customer facilities using learned knowledge and experience of electro-mechanical assemblies, system operations, programming, and equipment diagnostics.
• Log in as an agent in the high-volume call center to support customer requests while meeting department goals for time to answer and total log-in time.
• Provide responsive customer support through phone, email, text, chat, and other communication channels.
• Enter all technical claims, service activity, follow-ups, opportunities, and other customer-related inquiries into the designated CRM or case-management database while maintaining data integrity.
• Maintain accurate, timely, and compliance-conscious records of daily events to support utilization goals, reporting, and customer follow-through.
• Coordinate customer appointments, service-call schedules, travel, and follow-up activities in a fast-paced environment.
• Diagnose equipment breakdowns using knowledge of machinery and other automated systems to maintain customer uptime.
• Install components, software, and solutions offered by MEAU using knowledge of programming, calibration, tuning, rebuilding, and maintenance of customer equipment in the field.
• Support in-house diagnostic systems, including simulators, programming systems, tools, and related resources.
• Present and sell value-added services (VAS) that help customers achieve their uptime goals, including CloudCNC, extended warranties, optional functions, machine tuning, control and system upgrades, and training.
• Promote all Mitsubishi products and support key initiatives to achieve strategic imperatives.
• Determine, order, and replace parts as necessary; maintain van stock inventory by following up on and creating returns for defective and unused parts.
• Participate in company training programs and pass required exams at satisfactory levels.
• Create and update technical documentation.
• Provide feedback and highlight design-improvement opportunities to Technical Support Engineers.
• Fully participate in and complete all company surveys.
• Provide management with feedback regarding newly identified issues.
• Follow up on completed service calls to gauge customer satisfaction and document praise, complaints, and resolution details in the current database.
• Coordinate with Senior Engineers and follow their technical direction and support guidance.
• Perform other duties as assigned.

SUPERVISORY / MANAGERIAL RESPONSIBILITIES

None

TRAVEL REQUIREMENTS

Up to 80% travel based on customer demand, primarily within the assigned region.

ESSENTIAL EDUCATION, SKILLS AND EXPERIENCE

• Bachelor of Science in Electrical Engineering Technology or equivalent, or related experience.
• 3-6 years of experience in field service for industrial automation.
• Knowledge of and experience using electrical and mechanical tools for machine repair.
• Hands-on experience using voltmeters, oscilloscopes, and other test and measuring equipment.
• Ability to read and understand technical documentation, including schematics, logic, and procedures.
• Computer proficiency, including Microsoft Office applications such as Outlook, Word, and Excel.
• Experience using CRM, case-management, or other recordkeeping systems with a strong focus on data accuracy and follow-through.
• Strong verbal and written communication skills, including professional phone, email, and customer-facing communication.
• Ability to coordinate schedules, appointments, travel, and competing priorities in a fast-paced environment.
• Experience handling confidential or sensitive information with professionalism and discretion.
• Experience working in a customer-focused, team-oriented environment.

BENEFICIAL EDUCATION, SKILLS AND EXPERIENCE

• Experience with Computerized Numerical Control (CNC) products preferred.
• Experience with robots and their operation is a plus.
• Experience with factory automation is a plus.
• Additional field-service experience is a plus.
• Experience with AC and DC motion controllers and programmable logic controllers (PLCs) is a plus.
• Experience in a high-volume customer support, call center, service coordination, or appointment-scheduling environment is a plus.
• Experience maintaining accurate electronic records, resolving customer issues, and coordinating follow-up across multiple stakeholders is a plus.

The pay range for this position at commencement of employment is expected to be between $30.77/hr. and $42.31/hr.; however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including commissions based on achieving individual performance and/or sales metrics, incentive compensation and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these additional compensation and benefit plans will be provided if an employee receives an offer of employment.

If hired, employee will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

We are an equal employment opportunity employer. All employment decisions are made without regard to race, color, religion, sex, pregnancy, breastfeeding or related medical condition, national origin, ancestry, citizenship, age, marital status, sexual orientation, gender identity, gender expression, domestic partnership, physical disability, mental disability, medical condition, genetic characteristic or information, military or veteran status or other legally protected status (except when one of these criteria is a legally permissible bona- fide occupational qualification).

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the Company, or (c) consistent with the Company’s legal duty to furnish information.

To view the EEO is The Law Poster and the supplement, please visit www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf

To view the Notice to Job Applicants and Employees regarding San Francisco's Fair Chance Ordinance and the Know Your Rights poster please visit www.sfgov.org/olse/sites/default/files/FCO%20poster2020_0.pdf

Applicants with a disability who need assistance with the application process may contact Human Resources by email at [e-mail] or by calling 714.229.3813.