The Technical Support Engineer (TSE) is responsible for supporting integrated metrology systems in various manufacturing environments. The TSE works closely with the EDMIS engineering team and our customers to provide a premium level of hardware service and support. The TSE must become a subject matter expert on our metrology hardware and system integrations. The TSE is responsible for new system integration, installations and field service support while focusing on maintaining a high level of customer satisfaction for all customers.
The TSE will be expected to have the technical background needed to confidently assist the EDMIS team in the delivery of a first-class technical support experience to our rapidly expanding and broad customer base. This position is based in Bartlett, IL.
Responsibilities:
- Install CNC/robotic metrology systems at various customer locations in a manner which ensures customer satisfaction and enhances the image and reputation of EDMIS and its systems.
- Perform in-field diagnostic testing/troubleshooting and calibration of electro-optical, & electronic components using standard instruments.
- Provide effective technical assistance and repair/warranty of in-field equipment.
- Diagnose/troubleshoot problems, remotely and in person, in a timely, accurate, and effective manner.
- Effectively grasp customer’s equipment fault descriptions, remotely and in person, and respond appropriately.
- Interface various equipment/system components accurately and effectively.
- Carry out preventative maintenance programs to ensure proper machine performance while keeping required maintenance records.
- Follow-up with customer questions and concerns to ensure full and complete satisfaction.
- Provide technical training to customer personnel in the areas of basic equipment set-up, operation, adjustment, and preventative maintenance.
- Use effective customer service communication skills within all levels of an organization.
- Promote customer relations and satisfaction by completing jobs on schedule and by displaying a positive and helpful attitude.
- Perform work in a manner which consistently achieves a high level of customer satisfaction.
- Maintain a high level of service standards.
- Maintain a neat and professional appearance.
- Report all problems involving customer relations to Customer Service Manager.
- Provide technical operational data and other pertinent feedback to enable proper documentation of system performance/quality and to assist in making system improvements and/or modifications.
- Possess and improve technical knowledge in order to perform effectively and assist customers and other employees.
- Become knowledgeable of current metrology systems product line (electrical, mechanical, controls, software, and operations) and keep current on new systems.
- Share newly acquired or learned information as appropriate.
- Provide technical advice and support to customers and other company personnel.
- Complete service reports and documentation in a timely manner.
- Perform work in compliance with all established customer and company safety rules and work practices. Maintains work area in a neat and orderly condition.
- Perform related work as apparent or assigned.
Technical Requirements:
- 3+ years of relevant work experience in an equipment field service and/or technical support role.
- Experience with CNC manufacturing equipment, robotics, machine tools, microscopy, metrology, measuring equipment, etc.….\
- Strong understanding and demonstrated spatial awareness of multiple 3D coordinate systems and their relation to each other within a workspace
- Strong knowledge of and hands-on experience working with electrical and electronics installation, maintenance and troubleshooting of systems utilizing 12v, 24v, 110v, 220v and 480v operating voltages with single and multiple phases.
- Hands on experience fabricated integrated systems electrical panels, wiring disconnect switches, circuit breakers, servo amplifiers, controls, network switches, and other electronic devices.
- Strong knowledge of pneumatics system installation, maintenance and troubleshooting with operating pressures up to 150psi.
- Basic experience with NC programming language (M-Code / G-Code or similar).
- Demonstrated ability to read technical documentation including wiring diagrams.
- Demonstrated ability to use diagnostic tools such as digital multimeters, oscilloscope, etc.
- Demonstrated ability to read technical drawings (electrical and/or dimensioned mechanical drawings).
- Ability to efficiently navigate advanced settings within Windows 10 including network troubleshooting & installing software.
- Experience working with CMMs, Laser Trackers and/or 3D scanners is a plus.
Personal Requirements:
- Must be self-motivated, organized, and responsible to effectively plan, execute, and document technical support applications.
- Must be able to complete work responsibilities with little supervision.
- Creative, organized, and strong technical problem-solving skills.
- Fluent in English, both written and verbal. Other Language skills are a plus.
- Excellent communication skills (oral and written) and customer service skills.
- Effectively exercise personal discretion and independent judgment.
- Ability to travel by air and ground, within the United States, to customer facilities. Must possess a valid, unrestricted driver’s license and be able to meet and maintain a qualified driver’s status.
- Due to the nature of our work and the trade restrictions placed upon it, an offer of employment with EDMIS is contingent upon the successful verification of U.S. Citizenship or Permanent Resident status and completion of a background check and drug screen, subject to applicable laws and regulations. EDMIS does not offer work visa sponsorship within the United States. Background check must meet both EDMIS and our customer requirements and expectations.
Job Type: Full-time
Salary: DOE
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
Schedule: 8-hour shift
Ability to commute/relocate: Bartlett, IL 60103: Reliably commute or planning to relocate before starting work (Preferred)
Education: High School Diploma
Experience: CNC Equipment Maintenance/Installation: 3 years (Required)
Willingness to travel: Travel requirement of up to 25%, within the USA
Work Location: In person
Please email your resume as a PDF file to hr@edmdept.com or call us at 833.272.2184 if you would like to apply for this Technical Support Engineer position.