Field Service Engineer

Description:

The Mom Project is excited to partner with a company founded in 1912, they are a global industrial company centered on a differentiated and proprietary business model. The company’s seven industry-leading segments leverage the Business Model to generate solid growth with best-in-class margins and returns in markets where highly innovative, customer focused solutions are required. They have more than more than 49,000 dedicated colleagues around the world thrive in our decentralized, entrepreneurial culture. In 2019, the company achieved revenues of $14.1 billion, with roughly half coming from outside North America.

Division Description:
Electronics Assembly Equipment (EAE) Division is made up of four brands strongly recognized by Contract Manufacturers and OEM’s in the Electronics and Industrial Markets. The Division designs, develops and assembles capital equipment primarily used in the assembly process of Printed Circuit Boards (PCB’s) and other industrial applications. In 2016 these companies had revenues above $200M and is positioned for above market rates of growth.

Position Summary:
The FSE performs technical work with minimal supervision by the Field Service Manager, maintains all aspects (Service related) of his/her account base and insures all company/departmental policies are complied with. The scope of this position, within the normal Customer Support field routines, is to perform basic work by providing professional service to our customers. Duties include system/retrofit installation/removal, troubleshooting, and repair of all company products. Also includes maintenance of customer files, selling maintenance agreements, supporting sales and marketing and adhering to the Field Service
Standard Operating Procedures (FS-SOP).

Responsibilities:

• Perform installation/removal of company products (all systems, upgrades, modifications, and retrofits).
• Perform quality repairs with minimum call-backs.
• Perform/schedule Preventive Maintenance (PM) and systems checkouts.
• Perform customer basic training on operation and basic maintenance of machines.
• Maintain calibration kits and calibration/verification knowledge.
• Handle customer issues through prompt problem appraisal, escalation, resolution, repairs, and follow-up.
• Maintain system applications/SMT knowledge (if applicable).
• Provide system installation in-service training.
• Maintain a good rapport with customers, Sales Representatives, Sales Management, and peers.
• Provide timely follow-up to telephone calls and commitments to others.
• Maintain field inventory, parts usage, and timely return of defective parts.
• Review and provide feedback on manuals and publications issued by our team.
• Provide complete, accurate, and timely field service reports including OOBQ issues
• Provide expense control as dictated by the FS-SOP and Field Service Management.
• Reduce identified performance deficiencies.
• Sell Service Contracts to standards as directed by higher management.
• Participates in the specification and development of Customer Support Programs.
• Represent our team as a true professional demonstrating pride in self, as well as in our organization(s).
• Support factory acceptance testing (at our factory) or customer field acceptance testing as required.
• Perform all other functions requested that are within the scope of this job, and as deemed necessary or appropriate by the Field Service Manager.

• AA/AS Degree (Electrical) with 2 years’ experience, or 5 years’ experience if military.
• Training (certification) in computers (IBM based), and MS Windows environments.
• Training (certification) in mechanical/pneumatic assemblies and basic maintenance.
• At least 2 years of Field Service experience (or equivalent).
• Excellent fault isolation ability.
• Strong mechanical, electrical, and computer competency.
• Strong customer sensitivity and relationship skills.
• Understanding of customer retention concepts.
• Understanding of Account Based Field Management.

Physical requirements and working conditions:
This position requires that the candidate be able to lift 50-60 pounds without assistance and be able to bend into machinery without back restrictions.

Other Pertinent Qualifications- Candidate must have:

• Valid (current) passport.
• Valid U.S. Driver’s License (and Canadian, Mexican, or Puerto Rican if appropriate).
• The ability to travel domestically and internationally up to 85% of the time.

This is an equal opportunity/affirmation action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age or any other characteristic protected by law.
by law.