Field Service Support Engineer

Title:Field Service Support Engineer
Salary: $85k - $110k
Direct Hire Benefits: Health, Dental, Vision, 401k, PTO
Location: Monrovia, CA
Travel: 25%
As the Field Service Support Engineer, you will be responsilble for:
- Installing and servicing resistance welding, laser welders, laser markers, and systems equipment
- Handling customer inquiries related to applications or processes development using our products
- Reviewing incoming communications (e-mail, phone and chat) from customer on issues
- Providing information as requested, conducting phone and on-line support to resolve issues
- Determining 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.
- Quoting visits and assisting with scheduling Field Service visits in coordination with the Field Service Supervisor
- Investigating product complaints at customer sites, performing root cause analysis of failures, and proposing remediation in a timely fashion
- Analyzing complaint data and generating prioritized actions to address shortcomings associated with the company’s products
- Providing technical information and documentation as needed to support field engineer’s visits
- Tracking open issues/tickets to assure that all customer requests are resolved
- Determining long-term training needs for department and helping to coordinate training
Requirements:
- Bachelors Degree in Engineering or related technical field
- 5+ years experience in Engineering type role
- 2+ years experience in Customer service type role
-Solid technical understanding of modern digitally controlled production equipment
- Excellent customer service, verbal and written communication skills
- Detail oriented and able to support multiple projects throughout the day
- 25% travel, scheduled in advance
- Valid US Passport required due to worldwide travel potential