What are the responsibilities and job description for the North America Field Service Engineer position at Essemtec?
About The Position
Essemtec USA is a sales and services subsidiary of Essemtec AG a division of Nano Dimension.Essemtec designs and manufactures All-In-One Paste Jetting, SMT Placement, & Dispensing machinery servicing a variety of industries including Automotive, Military, Medical, Consumer, Aerospace, & Lighting.Essemtec additionally provides software, peripherals, and services, working with industry leaders and customers on innovative research and development, defining future needs.
The ideal candidate is a customer-focused, hands-on Field Service Engineer with 2-4 years of experience in electronics manufacturing, robotics, PCB assembly, or related technical fields. They should have strong troubleshooting, problem-solving, and communication skills and be comfortable working independently while supporting customers and collaborating with internal engineering teams.
This is a field-based position with frequent travel throughout North America and periodic international travel for training. The ideal candidate is organized, self-motivated, adaptable, and committed to delivering an excellent customer experience.
Candidates are required to be based in New England. This is a hybrid position requiring frequent visit our Woburn, MA headquarters.
Key Responsibilities
- Servicing of new and existing Essemtec systems across North America
- Provide technical & application services for customers on-site, remote, and via our hotline
- Perform install, commissioning, preventive maintenance, troubleshooting, repair, calibration, upgrades, and retrofits on various systems
- On-site support of hardware and software products and remote support for troubleshooting/error analysis on systems, with both internal teams and external customers
- Demonstrate system capabilities, provide customer training, and analyze system operation
- Manage and maintain accurate and timely administrative tasks such as inventory, trip planning, expenses, service report, and other role related activities
- Document all field activities (CRM, ERP, or company application) to ensure data accuracy
- Contribute to and maintain protocols, manuals, and service knowledge base
- Collaborate with engineering team to resolve unique cases; provide product feedback as available
- Maximize customer satisfaction and service relationship by conducting follow-ups post-service
- Identify any customer hurdles to escalate for action
- Represent Essemtec with highest professionalism to drive customer experience
- Periodic travel to international headquarters for training and product/service orientation
Qualifications
- Knowledge of electronics manufacturing, robotics, PCB assembly, and/or 2-4 years of experience desire
- Associates degree or related technical work experience of 2-4 years in field service
- Ability to readily understand and interpret detailed documents, drawing, and specifications
- Ability to work with test equipment and hand tools
- Excellent customer service, problem-solving, decision-making, and analytical skills
- Able to work under pressure and time constraints; handle challenging and unexpected situations in the field
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint and Outlook)
- Motivated, independent, and solution-oriented way of working; organizational skills
- Basic knowledge of OSHA and workplace safety
- Willingness to travel nationally and internationally approx. 70% -80%
Perks & Benefits
For all US-based roles, we offer a competitive compensation package and a full suite of benefits, including medical insurance, dental insurance, vision insurance, 401(k), generous vacation policy, and more. Our work environment includes casual dress, training at multiple offices around the world and the ability to work in a diverse, autonomous, supportive, collegial, and collaborative environment.