Job Description
Job Summary:
In this newly created position of Customer/Field Service Engineer you will both organize and staff a customer service department that, with minimal supervision, will be responsible for providing on site installation, training and support to customers of a computer controlled microscope test instrument. The successful applicant will have excellent written and spoken English skills and a strong electronics and computer background.
Job Description:
This position combines both in-office and on site customer support. While in the office you will be providing customer support for installed systems by way of telephone and email communications. Field work includes customer training, commissioning of new systems and performing repair, preventative maintenance and modifications to existing systems. You will be the liaison between customer and company, providing feedback regarding product quality and customer satisfaction.
Job Responsibilities:
• Create and manage a preventive maintenance schedule for an installed base of instruments located in Europe, India and Asia.
• Provide periodic on-site trouble-shooting, repairs on machines that may be experiencing electrical, mechanical or software problems.
• Provide written and verbal technical support in English to customers worldwide.
• Coordinate with USA based members of the company's engineering and customer support group as required to resolve problems. Provide accurate and relevant technical feedback to in-house resources to satisfactorily resolve all issues.
• For new systems, coordinate pre-installation requirements directly with customer. Travel to customer site to un-crate, position, and make electrical and facilities connections. You will do initial setup and adjustment, and run diagnostic test to ensure proper system operation. Conduct customer training classes that cover system operator and administrator training.
• Provide detailed technical feedback and update customer service database after each visit.
• We estimate that 30-50% of your time will be spent traveling to both domestic and international destinations.
Desired Candidate Profile
• At least two year technical degree or equivalent experience in electro-mechanical / optical / CNC / robotics technology and,
• At least three years in field engineering positions servicing electro-mechanical / optical instruments or other large capital equipment.
• Ability to trouble-shoot software, electrical and mechanical problems to the component level.
• Demonstrated customer management skills, strong interpersonal skills and commitment to customer satisfaction.
• Ability to perform maintenance, upgrade, troubleshooting and repair and upgrade of system P.C. computers
• Ability to read and interpret drawings, schematics, and technical procedures.
• Ability to demonstrate strong mechanical aptitude including using precision alignment tools.
• Ability to provide telephone technical support and to effectively communicate via telephone and email with customers and company engineers.
• Ability to think on your feet and maintain professionalism while under pressure
- (ONLY MUMBAI BASED CANDIDATES APPLY – OUT OF MUMBAI APPLICATIONS WILL BE REJECTED)
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