Field Service Engineer

Under the direction of the Sr. Manager, National Service, the Field

Service Engineer is responsible for providing technical expertise to

customers; including working with customers to install, maintain and

repair purchased products or services. This role will interface directly

with customers, sales staff and various levels of management to manage,

install and/or resolve system software and hardware failures, product

performance issues and user quality improvements. The Field Service

Engineer will assist sales representatives when they meet with clients

to assist in sales demonstrations and answer customer questions

regarding the technical capabilities of products or services. Travel is

required to perform the activities of this role, and is anticipated but

not limited to 50-75%.\

Responsibilities\

• Troubleshoot, diagnose, and repair Mycronic products on customer
  
  

premises, at company facility, and via telephone\

• Provide training to customers and participate in the set-up and
  
  

demonstration of new products\

• Assist in the preparation of system orders\
• Provide pre and post-sales support for all Mycronic services and
  
  

products\

• Provide meeting and trade show support; including setting up equipment
  
  

and installing temporary cabling as needed\

• Conduct pre-site inspection, preventative maintenance and customer
  
  

care support for service contracts\

• Maintain accurate records to reflect the support and repair history of
  
  

equipment serviced or repaired\

• Submit all necessary paperwork, including travel itineraries, trip
  
  

reports, activity reports, weekly expense and service reports accurately

and in a timely manner\

• Maintain all assigned assets (laptop/computer, phone, tools, and
  
  

repair parts, etc.)\

• Return defective parts replaced during repair in a timely manner to
  
  

designated depots\

• Establish and maintain open lines of communication with key personnel
  
  

at assigned accounts to remain current with support, repair and on-going

issues (i.e. installations, upgrades, persistent problems)\

• Escalate support issues to management when customer satisfaction is
  
  

jeopardized\

• Develop and maintain the knowledge and skills required to produce the
  
  

highest levels of customer service support\

• Become familiar with Mycronic equipment applications and products
  
  

through structured corporate training programs, on the job training,

study of Mycronic marketing materials, sales brochures and available

self-study programs\

• Work closely with customers, local sales representatives, product
  
  

engineers, marketing managers, administrative staff, and other field

support personnel to provide the highest level of customer support and

satisfaction\

• Establish a communication schedule with service managers and
  
  

administrators to exchange information on daily and weekly activities\

• Meet all assigned targets and goals set by corporate, regional and
  
  

area managers\

• Other duties as assigned including but not limited to the performance
  
  

of functions related to the service processes of the company\

Experience and Qualifications\

• Associate\'s degree (A.A.) or equivalent from two-year College or
  
  

technical school; or at minimum three years related experience and/or

training; or equivalent combination of education and experience\

• Three years related experience with surface mount technology automated
  
  

assembly and inspection equipment, electronics and/or robotics\

• Valid drivers license; dependable vehicle\
• Mechanical assembly and basic maintenance experience preferred\
• Proven mechanical, electrical and computer competency\
• Experience or training/certification in computers and Microsoft
  
  

Windows environments\

For Full Job Description, Please Email

Laura.Marshall@masshirelowellcc.com.