POSITION SUMMARY:
The position of Technical Service Engineer (TSE) is responsible for managing, servicing and continuously monitoring major projects in house and at customer sites. This position collaborates with other departments to improve design and development opportunities for our customers. The Technical Service Engineer ensures ongoing service activities meet performance specification, regulatory and manufacturing requirements with the overall goal to support Shed-Tech maintain its competitiveness within the various market segments served.
The Technical Service Engineer will address incoming inquiries and requests for technical support, parts and service, warranty issues and address customer complaints with respect to all equipment. TSE shall take ownership of issues and bring each to a conclusion internally and to the satisfaction of the customer in a timely manner. TSE's may be required for After Hours Customer Support, as necessary.
RESPONSIBILITIES:
- Strong experience in trouble shooting, diagnosing, and commissioning heavy machinery systems with electric, hydraulic, and permanent magnet motor drive systems.
- Experience in reducers and clutches an asset.
- Knowledge in electrical based software a major asset (SolidWorks Electrical/AutoCad Electrical)
- PLC programming Siemens is a must, Allen-Bradley is a plus
- Project management and coordination on larger installations and critical orders.
- Ability to diagnose and troubleshoot customer software and hardware issues to their specific application and/or programs.
- Capable of configuring operating systems utilizing remote desktop connections providing immediate support.
- Facilitate calls regarding technical issues with all Shred-Tech products/services. Offer in-depth alternatives to unique issues.
- Record preventative maintenance visits, detail reports of work completed and provide closed loop communications on activities to prevent future concerns.
- Discuss service contract offerings/renewals with our customers to ensure expectations are being met.
- Provide technical telephone support for all customers and equipment.
- Improve customer outcomes by delivering optimal customer service.
- Support continuous improvement initiatives to build and improve customer relationships.
- Provide necessary technical documentation to customers, drawings, BOM's technical manuals, bulletins etc.
- Follow up on all new unit sales and sign off all new systems.
- Oversee Preventative Maintenance programs and service work on larger and/or critical jobs.
- Conduct customer site visits to assess customer needs as required and promote parts and service opportunities.
- Act as service representative for project leader meetings with engineering for all processing jobs.
- Source parts and service externally if necessary, in order to expedite resolution of an issue.
- Ability to travel when required.
QUALIFICATIONS:
Education:
- College/University Degree Electrical Engineering
Experience:
- Minimum 3-5 years field work experience
SPECIFIC SKILL ABILITY AND KNOWLEDGE:
- Must have excellent time management skills.
- Demonstrate professional communication skills with Shred-Tech customers and internal departments.
- Previous experience in controls software such as Siemens, Allen-Bradley.
- Three years of Customer Service positions involving technical support.
- Possess the ability to function effectively in a dynamic service-oriented environment.
- Must be proficient with MSOffice Suite.
- Must possess a strong technical aptitude or technical background.
- Ability to run diagnostic tests to determine the cause of customer concerns.
- Must be able to view and interpret engineering electrical, hydraulic and mechanical drawings and other technical documentation.
- Communication Skills: Must be fluent in English
