Service Support Engineer

Messer Cutting Systems; Menomonee Falls (WI); On-site; USD 42,000 - 62,000; Full time

Job summary

Messer Cutting Systems is seeking a service associate to troubleshoot equipment and assist Field Service Engineers via phone or visual/virtual support. The role involves part identification, data maintenance in service systems, and determining on-site resources as needed.

You will contribute to technical bulletins and knowledge bases, interact with customers and Messer Associates, and may travel for manufacturing training.

Qualifications

• High school diploma or equivalent required.
• Two-year technical training in electronics, mechanics or machine tool assembly preferred.

Responsibilities

• Provide equipment troubleshooting and assistance to customers and Field Service Engineers via telephone and/or visual/virtual service.
• Provide part identification assistance for customers, distributors, Field Service Engineers, as well as other employees and departments.
• Maintain accurate and timely data in a service system.
• Evaluate situation at customer to determine what resources are needed on site to resolve the situation.
• Contribute to technical bulletins and knowledge base documents.
• Interact with Customers and other Messer Associates.
• Occasional travel for manufacturing training.

Skills

Machinery knowledge

BOM/schematics reading

Mechanical and electrical assembly

Windows OS proficiency

Customer service

Telephone etiquette

Multi-tasking

Calm, collected demeanor

Office protocol

Education

High School Diploma or equivalent

Two-year technical training in electronics/mechanics

Tools

Windows OS

Job description

JOB SUMMARY:

This position provides equipment troubleshooting and assistance to customers and Field Service Engineers via telephone and/or visual/virtual service.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide equipment troubleshooting and assistance to customers and Field Service Engineers via telephone and/or visual/virtual service
• Provide part identification assistance for customers, distributors, Field Service Engineers, as well as other employees and departments
• Maintain accurate and timely data in a service system
• Evaluate situation at customer to determine what resources are needed on site to resolve the situation
• Contribute to technical bulletins and knowledge base documents
• Interact with Customers and other Messer Associates
• Occasional travel for manufacturing training

MINIMUM EDUCATION AND QUALIFICATIONS:

• High School Diploma or equivalent
• Two-year technical training in electronics, mechanical or machine tool assembly is preferred

KNOWLEDGE, SKILLS AND ABILITIES:

• Background in machinery or industrial equipment industry
• Ability to read bills of material (BOM), schematics, and assembly drawings.
• Must demonstrate competency in both mechanical and electrical assemblies.
• Knowledge and experience using Windows operating system and environment.
• Excellent communication skills, both written and oral.
• Must demonstrate exceptional telephone etiquette.
• Must demonstrate excellent customer service skills and behavior.
• Must be able to multi-task.
• Must demonstrate the ability to maintain and calm and collected composure.
• Must adhere to appropriate office etiquette and protocol.

PROTECTIVE CLOTHING AND EQUIPMENT:

• Steel-toe shoes
• Eye protection

WORKING ENVIRONMENT:

The work environment characteristics described here are representative of those an Associate encounters while performing the essential functions of this job.

• Work is performed in a moderate to loud manufacturing environment. The noise level in the work environment is usually moderate.

Messer Cutting Systems is an equal opportunity employer and is committed to providing a workplace free of discrimination and harassment. All employment decisions are based on business needs, job requirements, and individual qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected status. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.