Job description

SUMMARY

Review incoming communications (e-mail, phone and chat) from customer on issues. Provide information as requested, conduct phone and on-line support to resolve issues. Determine if a field service visit is required, what parts are needed on-site for that visit and what skill sets the field engineer needs to be successful. Provide information to field service coordinator to quote visits and assist with scheduling field service visits. Investigate product complaints at customer sites, perform root cause analysis of failures, and propose remediation in a timely fashion. Analyze complaint data and generate prioritized actions to address shortcomings associated with the company’s products and services. Provide technical information and documentation as needed to support field engineer’s visits.

Work with field service coordinator to close open issues/tickets to assure that all customer requests are resolved. Determine long- term training needs for department and help to coordinate training. This position reports to field service supervisor.

EDUCATION, EXPERIENCE & SKILLS

• Bachelor of Science in Engineering or related technical field
• Minimum five years’ experience in Engineering/Field Service role
• Minimum two years’ experience in working directly with customers in Engineering/Field Service role
• Ability to support multiple projects throughout each day
• Build early concepts of corrective designs and thoroughly test
• Solid technical understanding of modern digitally controlled production equipment
• Excellent customer service, verbal and written communication skills
• Detail oriented
• Experience in computer skills including Microsoft Office products
• Excellent time management
• Ability to support multiple projects throughout each day

REQUIREMENTS

• Confer with customers to address questions, problems or requests for service on equipment.
• Review technical information, obtain details from internal sources, determine appropriate level of information to provide to customers and communicate that information to customers.
• Review existing product design, identify weaknesses, propose, implement and monitor effectiveness of improvements.
• Provide real-time phone support for customers’ engineers working on machines.
• Provide remote access support for customers’ PC controlled machines.
• Determine when remote support is insufficient and on-site support is required.
• Work with Field Service Supervisor and coordinator to schedule field service visits and rearrange customer visits when required for urgent support needs.
• Determine what tools and spare parts are required and coordinate their delivery to customer site to coincide with field service engineer visit.
• Provide technical information and support to field engineers during their customer visits.
• Create strategy for verification of the corrective design and participate in verification activities.
• Perform all duties in compliance with quality management systems; actively contribute to the continuous improvement of product.
• Other tasks and projects as assigned by the management of Amada Weld Tech from time to time
• No more than 25% travel with such travel scheduled in advance.
• Lift and carry 5 pounds.
• Valid US Passport required.
• Other duties as assigned.

Salary range: $85k – $110k

DIVERSITY, EQUITY AND INCLUSION

*

BENEFITS

• Health & Wellness PlanMedical, incl. a Health Savings Account option (Company makes a contribution)

Dental
Vision
Employee Assistance Plan

• Retirement Savings401(k) and Roth (Company match for eligible employees)

• Company Paid BenefitsLife Insurance

Long Term Disability

• Voluntary BenefitsFlexible Spending Account

Life Insurance
Accident, Critical Care & Hospital
Pet Insurance
Legal Shield
Identity Theft

• Other BenefitsTuition Reimbursement

Vacation, Sick Pay & Holidays
Bonus

Job Type: Full-time

Pay: $85,000.00 - $110,000.00 per year

Schedule:

• 10 hour shift
• 8 hour shift
• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Monrovia, CA: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Preferred)

Work Location: In person

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