Job Description

Role Summary

In this highly visible role, the Service Technician is a key member of an international service team and serves as a liaison between the customer and company for technical service issues. General duties include machine installation, preventative maintenance, troubleshooting of electromechanical, electronic and software problems both at the customer site and remotely via telephone and email. The ability to work effectively and efficiently under scrutiny of the customer’s demanding production schedule is critical for this position.

What you’ll be doing:

• Perform machine installations and preventative maintenance at customer’s location in a professional manner
• Train customer on machine operation and software functionality
• Able to operate machine to prove out performance for example: cut standard lens configurations, acceptance parts and other lens samples for customer evaluation of machine capability and performance
• Provide information to customer support team in the factory for generating spare parts and service quotations, and enter information accurately and timely into CRM system
• Provide excellent technical service to customers via telephone and email communication
• Assist in preparation of service documents, instructions, photos, drawings, etc. to aid customers in troubleshooting
• Assist in continuous refinement of operator manuals and other machine documentation for customers’ ease of use
• Collaborate with engineering and production personnel to assist in troubleshooting both machine manufacturing and customer machine issues.
• Provide timely and detailed customer service reports, and enter CRM system
• Traveling up to 50% is required
• Other duties as appropriately delegated by the supervisor

Professional Knowledge, Skills, and Abilities

• Demonstrate interpersonal skills required of a customer facing liaison of the company.
• Proficient in troubleshooting electromechanical, electronic and software machine operation issues.
• Possesses logical reasoning and deductive problem-solving abilities.
• Good working knowledge of electromechanical systems including power electronics, precision motion control mechanics, personal computers, networking and customers’ applications.
• Familiarity with industrial hydraulic and pneumatic systems.
• Proficient understanding of electronic schematics and mechanical drawings.
• Good written and verbal communication skills to foster efficient problem solving with the customer and internal discussions with engineering and service team.
• Detail oriented with strong problem solving and analytical skills.
• Strong organization skills to efficiently plan and coordinate multiple customer service visits, equipment logistics and work scope within compressed time schedules.
• Knowledge of Microsoft office suite required.
• Knowledge of Salesforce CRM preferred.

This is what you’ll need to be successful in this role

• Associate’s degrees (AS) in a technical discipline desired, or relevant experience.
• Minimum of 2 years of field service or similar experience required.
• Prior machinery service experience a plus.
• Valid Driver’s License and Passport required.