Service Engineering Specialist (Motors)

EDUCATION:

• High School diploma or GED. Associate degree in mechanical, electrical, electronics or equivalent preferred.

KNOWLEDGE / TRAINING:

• Strong knowledge and understanding of Department procedures, required.
• Microsoft Office intermediate knowledge, required.
• Knowledge of schematics, drawings and service manuals, required.
• SAP, intermediate.
• Product and troubleshooting knowledge, required.
• Reading schematics and drawings.
• Demonstrated competency in complex scenarios.
• Teaching others on product technical issues, sometimes required
• Knowledge to handle intermediate level service issues.

EXPERIENCE:

• 4+ years of experience in a customer service, motor technical support role is preferred.

ABOUT THE ROLE:

WEG Electric Corp. has a great opportunity for a Service Engineering Specialist to join our team in Duluth, GA. This role serves as the primary point of contact for all aftermarket technical and warranty inquires supporting WEG electric motors and customers.

PRIMARY RESPONSIBILITIES:

• Operates with limited supervision.
• Communicates effectively with customer by email and phone to process their requests.
• Evaluates warranty status on products.
• Analyzes customer complaints, technically and commercially.
• Provides technical analysis of the field problems.
• Keeps customer updated at all times of the status of his request.
• Supports the Quality lab with information on the customer issue or request.
• Issues credits and enters requests for replacements.
• Schedules and coordinate field service with the support of Field Service Supervisor.
• Contracts and provide purchase orders to service centers for field service work and/or shop repairs.
• Invoices and return product to customers, upon the supervisor approval.
• Issues factory claims for reimbursement of warranty expenses.
• Communicates with other departments to help resolve credits, warranty and service issues.
• Provides technical support to customers and end users, by phone or email.
• Supports the customer with basic start-up of WEG products, if necessary.
• Coordinates site visits as well as repairs, corrections and modifications.
• Keeps cases updated in the system.
• Escalates cases to Supervisor and Manager when needed.
• Other duties and tasks as assigned.