1030 W. Hamlin Road, Rochester, MI 48309

Job Listings

Field Service Engineer

Location: Metro Detroit, Michigan
Date Posted: 02-01-2017
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Summary

Responsible for executing assigned robotic/automation jobs, including onsite installation, repair and follow up on service escalations.  Keeps accurate records of service calls, maintains inventory of service parts, tools, and test equipment.  Services are provided in-house, on-site and/or via telephone.  Seeks sales opportunities while ensuring customer satisfaction.  Provides on-the-job-training (OJT) opportunities and coaching / mentoring for upcoming Field Service Technicians. Follows safety practices as defined by the Company and/or the customer's site safety code.
 
Essential Duties and Responsibilities including, but not limited to:
  • Requires the ability to perform in-house, on-site and/or telephone troubleshooting, repairs and support of equipment on an as-needed basis.
  • Requires the ability to work within a flexible work/travel schedule.  Requires the ability to travel to customer sites on short notice and frequently requires the ability to work long hours to meet customer needs.
  • Provides assistance to  Robotics customers and internal personnel for the troubleshooting and repair of electrical, mechanical and programming problems related to Robotics equipment.
  • Completes Field Service reports - prior to leaving the customer’s site - with an accurate description of the problem reported/identified, the solution, and/or a complete list of all parts/options that may have been installed.  Obtains the dated signature of the identified/authorized customer contact and supplies a copy to the customer.
  • Develops technical credibility and rapport with customer.  Forwards sales leads to appropriate account manager.
  • Works with the Service Manager and/or related supervisor(s) to identify individual training needs to maintain and continuously improve skills and knowledge of  Robotics products and applications.
  • Makes a complete backup of all software, programming, or configuration changes that were made during the customer visit, one copy of which is provided to the customer upon departure and a second copy is retained for  Robotics service files
  • Leads by example and provides OJT, coaching, and mentoring of upcoming Field Service Technicians. 
  • Assists the Assembly, Spare Parts, Shipping & Receiving teams when required following specific guidelines and safety requirements and ensuring on-time, complete and accurate deliveries.
  • Assists with internal, end users, and System Partners training if required.
  • Participates actively in the promotion and sale of parts and services when possible.
  • Frequent travel to customer sites general business errands required – both domestic and international (passport required). 
  • Other duties as assigned.
  • Must understand and follow safety regulations as well as identify/report safety concerns they may observe at Robotics, customer and/or integrator sites.
  • Adheres to the Quality Systems and participates in continuous improvement.
 
Supervisory Responsibilities
Lead small teams to perform in-house and on-site projects (i.e. Preventive Maintenance, Retrofits of equipment, etc.).
 
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 
  • Ability to read and interpret mechanical, electrical, electronic, etc. prints and other related technical documentation. 
  • Knowledge of the fundamentals of customer service for phone and face-to-face contact with customers.
  • PC skills/knowledge (MS Office environment, Internet, email, etc.)
  • Valid driver’s license and passport required.
 
Education and Experience
Bachelor’s degree (B.S.E.E./B.S.C/B.S.M.E.) from an accredited four-year college or university, and five years related technical/engineering experience and/or training; or equivalent combination of education and experience. 
 
Language Skills
This position requires strong interpersonal skills and the ability to effectively deal with customer complaints, to effectively respond to questions from groups of employees, managers, and customers.  Ability to read, write, speak, and understand English, and speak in front of small groups.  Ability to effectively communicate technical applications and concepts to junior personnel.
 
Mathematical Skills
Ability to understand and apply mathematical skills/concepts related to probability and statistical inference, plane and solid geometry, and trigonometry.  Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. 
 
Reasoning Ability
Ability to define problems, collect data, establish facts, and draw valid conclusions.  Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
 
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to use hands to handle, type, and feel and must be able to speak and hear.  Employee will regularly be required to walk, stand for long periods of time, climb ladders, balance, stoop, kneel, crouch, or crawl.  The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 75 pounds.  Specific vision abilities required by this job include close vision, ability to see in varying light conditions, and ability to adjust focus.
 
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 
When on assignment, employee will generally work at various customer sites (typical manufacturing environments).  When not on assignment, employee will work in office or home office and will occasionally work in the shipping and receiving area.      
 
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