What are the responsibilities and job description for the Technical Support Engineer position at Gleason?
To facilitate successful Pre-Acceptance Certification (PAC) and provide technical support to customers and field service engineers (FSEs) via instruction (written and verbal) in regard to billable services, training and extended warranty. Provide technical information, tools, and training documents in support of Gleason machines and services.
Job Responsibilities:
- Prepare for and execute Pre-Acceptance Certification (PAC)
- Provide technical support and troubleshooting via email, training, telephone support, Gleason Connect, etc. to customers and FSEs for all billed/customer goodwill services and extended warranty.
- Act as main contact for Customer projects through Final Acceptance Certification (FAC) and Machine Down troubleshooting/ support.
- Provide quotes for all billable parts, services, customer training, service contracts.
- Provide technical materials and training to service engineers to enable them to provide effective support.
- Provide support to Quality and other internal groups concerning service issues.
- Promote and provide recommendations to customers about additional products/ services that are available to enhance or further their inspection capabilities.
- Work with service support to optimize service inventory by assisting with re-evaluating usage.
- Generate work instructions and provide training as directed.
- Perform business system transactions accurately and timely
- Act as back up to other department personnel for vacations.
- Complete additional projects/tasks as assigned by management Preferred Education/Training/Experience
- Bachelor of Science, Mechanical, Electrical, or Software/Computer Engineering with 3 plus years’ experience in the technical service industry
- or an associate’s degree in fields as noted above with 5 plus years’ experience in the technical service industry