CS Technical Support Engineer

Chicago, IL - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Position Description

The role plays a critical role in providing electro-mechanical technical support to onsite engineers develop and implement solutions for hardware electrical and mechanical issues analyze non-conformities for continuous improvement and escalate high-priority issues to upper management to ensure maximum asset uptime and customer satisfaction.

Duties And Responsibilities

Customer Interaction:
- Act as the first point of contact for customer service-related aspects such as asset and system performance ticket resolution spare parts inventory management and overall service delivery. Ensure timely and effective communication with customer and back-office support to address client needs and concerns.
- Organizes and Manages periodic technological updates sessions with the goal of informing and training Customers personnel and managers about latest technologies technical solutions and products
- Participates to periodic operational and management meetings with Customers staff
- Prepare and share with customer quotes for parts and interventions to address customer needs and request client to issue PO to team to handle properly the requests
Resource Allocation:
- Allocate technical resources verify equipment and tools if needed and manage materials for various customer field services activities and projects based on requirements and resource availability
Scheduling and Coordination:
- Develop and maintain resource schedules for maintenance field service and retrofit activities ticket resolutions ensuring optimal utilization of resources. Liaise with CSAM supervisor resident engineers spare parts team representative service coordinators technical supervisors technicians and other stakeholders to ensure smooth execution of services
- Order spare parts if possible providing part number and follow up with spare part rep the respective delivery and define priorities
- Enter and manage tickets in Sales Force
- Manage and coordinate resource intervention onsite based on schedule activities for either maintenance and tickets resolution for technical aspects
Performance Monitoring:
- Monitor and report on the performance of allocated resources identifying any issues or inefficiencies and implementing corrective actions as necessary
Process Improvement:
- Continually review and improve resource allocation processes and procedures to enhance efficiency and productivity
- Continually support and strengthen both internal and external non-conformance (NC) processes
Compliance:
- Ensure all maintenance field service and retrofit activities comply with relevant regulations standards and company policies
- Observe customer behavior and alternative service purchase to recommend area for improvement in organizations
- Escalate to organization any customer important aspects
Safety & Technical
- Ensure all precaution are in place for a safe operation of systems and escalate to stakeholders and management if discrepancies arise
- Performs advanced electrical troubleshooting on every machine in the system using all available diagnostic tools if required
- Replace Program and Configure electromechanical components if required
- Perform engineering and software maintenance tasks periodically if required (Example: LGV/s calibration and navigation parameters etc.)
Technical Lead:
- Performs advanced electrical troubleshooting on every machine in the system using all available diagnostic tools if required
- Replace Program and Configure electromechanical components if required
- Perform engineering and software maintenance tasks periodically if required (Example: LGV/s calibration and navigation parameters etc.)

Qualifications

A Bachelors degree in engineering or a significant related field experience as field engineer reliability and maintenance technician or mechanical engineer
7 years of proven experience with either field or either reliability engineer mechanical engineer
Strong technical background with understanding and/or hands-on experience on all technical aspects of an automation system (PLC PC LGV EM)
CPE CPS Certifications highly preferred
Knowledge of SAP ERP system CRM (Salesforce)
Knowledge of Microsoft Office 365 and power platform
Strong analytical skills and attention to detail
Excellent organizational communication and collaboration abilities
Passion for customer service and a customer-centric mindset
English language is a must. Italian or Spanish highly preferred

Position Description The role plays a critical role in providing electro-mechanical technical support to onsite engineers develop and implement solutions for hardware electrical and mechanical issues analyze non-conformities for continuous improvement and escalate high-priority issues to upper mana...

Customer Interaction:
- Act as the first point of contact for customer service-related aspects such as asset and system performance ticket resolution spare parts inventory management and overall service delivery. Ensure timely and effective communication with customer and back-office support to address client needs and concerns.
- Organizes and Manages periodic technological updates sessions with the goal of informing and training Customers personnel and managers about latest technologies technical solutions and products
- Participates to periodic operational and management meetings with Customers staff
- Prepare and share with customer quotes for parts and interventions to address customer needs and request client to issue PO to team to handle properly the requests
Resource Allocation:
- Allocate technical resources verify equipment and tools if needed and manage materials for various customer field services activities and projects based on requirements and resource availability
Scheduling and Coordination:
- Develop and maintain resource schedules for maintenance field service and retrofit activities ticket resolutions ensuring optimal utilization of resources. Liaise with CSAM supervisor resident engineers spare parts team representative service coordinators technical supervisors technicians and other stakeholders to ensure smooth execution of services
- Order spare parts if possible providing part number and follow up with spare part rep the respective delivery and define priorities
- Enter and manage tickets in Sales Force
- Manage and coordinate resource intervention onsite based on schedule activities for either maintenance and tickets resolution for technical aspects
Performance Monitoring:
- Monitor and report on the performance of allocated resources identifying any issues or inefficiencies and implementing corrective actions as necessary
Process Improvement:
- Continually review and improve resource allocation processes and procedures to enhance efficiency and productivity
- Continually support and strengthen both internal and external non-conformance (NC) processes
Compliance:
- Ensure all maintenance field service and retrofit activities comply with relevant regulations standards and company policies
- Observe customer behavior and alternative service purchase to recommend area for improvement in organizations
- Escalate to organization any customer important aspects
Safety & Technical
- Ensure all precaution are in place for a safe operation of systems and escalate to stakeholders and management if discrepancies arise
- Performs advanced electrical troubleshooting on every machine in the system using all available diagnostic tools if required
- Replace Program and Configure electromechanical components if required
- Perform engineering and software maintenance tasks periodically if required (Example: LGV/s calibration and navigation parameters etc.)
Technical Lead:
- Performs advanced electrical troubleshooting on every machine in the system using all available diagnostic tools if required
- Replace Program and Configure electromechanical components if required
- Perform engineering and software maintenance tasks periodically if required (Example: LGV/s calibration and navigation parameters etc.)

Qualifications

A Bachelors degree in engineering or a significant related field experience as field engineer reliability and maintenance technician or mechanical engineer
7 years of proven experience with either field or either reliability engineer mechanical engineer
Strong technical background with understanding and/or hands-on experience on all technical aspects of an automation system (PLC PC LGV EM)
CPE CPS Certifications highly preferred
Knowledge of SAP ERP system CRM (Salesforce)
Knowledge of Microsoft Office 365 and power platform
Strong analytical skills and attention to detail
Excellent organizational communication and collaboration abilities
Passion for customer service and a customer-centric mindset
English language is a must. Italian or Spanish highly preferred