Repair & Service Engineer (Mexico)

Under the general guidance of the Regional Manager, the Engineer, Service-Repair is responsible for performing repairs on a wide variety of equipment, assembling systems and configuring materials as needed. Planning of the raw materials to be used during the repairs and documenting the work performed, all within SAP and Salesforce and provide technical service and support to MEAU’s Original Equipment Manufacturers (OEM’s), machine tool dealers, and end-users through telephone, on-line and on-site service.

POSITION DUTIES AND RESPONSIBILITIES

Essential Functions

• Perform basic diagnostics and repairs of CNC and servo/spindle by exchanging PCBs and other components.
• Perform basic diagnostics and repairs of Industrial Automation products such as VFD, Servos, HMI, Robot and PLC by exchanging PCBs and other components.
• Prepare the required software programming needed for customer orders.
• Follow test procedures to determine equipment status.
• Follow test procedures to determine equipment warranties.
• Follow test and cleaning procedures of CNC product used for field service on service calls.
• Soldering and desoldering skills for through hole.
• Use of test stands and burn-in equipment.
• Perform periodic maintenance and keep the simulators and repair test cabinets in good condition.
• Periodically clean the repair washing machines.
• Maintain repair tools control and notify if replacement or new tools are required.
• Recommend the purchase or transfer of repair parts and tools.
• Document repairs and part information in SAP and Salesforce.

Service Activities

• Provide technical service and support to our customers, including: OEM’s, dealers, and end-users, via:
• On-Site service at customer facilities using learned knowledge and experience of electro-mechanical assemblies, system operations, programming, and diagnosing of equipment problems
• In-House telephone support using an automated call distribution network (ACD) with heavy call volume maintaining department goals for time to answer and total log-in time
• Communicate with customers in e-mail, on-line chat and internal technical forums
• Diagnose equipment breakdowns where knowledge of machinery and other automated systems is used to maintain customer UPTIME
• Install components and solutions offered by Mitsubishi Electric Factory Automation where knowledge of programming, calibrating, tuning, rebuilding and maintaining customer’s equipment in the field is being utilized
• Support the in-house systems for diagnostics such as simulators, programming systems, tooling and etc.
• Recommend additional services such as extended warranties, optional functions, maintenance programs, training, and etc. As well as the purchase of spare parts to customers which would further assist in their machine UPTIME
• Determine, order, and replace parts as necessary while maintaining the consignment inventory account by following up on the defective and unused parts returns
• Enter all technical claims, service activity, follow ups, and other customer related inquiries into SAP, while maintaining data integrity

Support the business operations, including:

• Participating in company training programs whereby passing with satisfactory levels
• Create and/or update technical documentation
• Feedback areas of improvement in design to the Technical Support Engineers
• Feedback to management for newly found issues
• Follow up on performed service calls and open technical support claims using established database via company phone and e-mail systems
• Cooperate with and take instruction/support advice from Senior Engineers
• Perform other job functions as assigned.

Supervisory / Managerial Responsibilities

Travel Requirements

• Up to 20% travel within Mexico as required for field service support, training, and customer escalation activities.
• 20-50% travel based on customer demand, primarily within region Mexico