Tech Support Engineer

Support customers with technical phone assistance, troubleshooting, and field-ready service support from Yaskawa America’s headquarters.

Responsibilities

• Deliver fast, efficient telephone support for all aftermarket services.
• Provide technical expertise for troubleshooting and technical assistance for aftermarket services and related projects.
• Complete required training to become a Certified Specialist per training department and department manager requirements.
• Maintain certification by staying current with product changes.
• Improve technical and business skills through in-house and third-party training to support both current and non-current Yaskawa products.
• Perform service work promptly, safely, and effectively to meet customer satisfaction measures, including:
  • Time to repair
  • Number of disputes resulting
  • Customer feedback
• Travel as directed for customer needs on assigned field service calls.
• Serve on 24-hour on-call duty on an assigned rotational schedule.
• Submit timely, accurate, and legible reports for all service work performed, including:
  • Expenses
  • Time allocation
  • Warranty failure details
  • Training
  • Other reports as directed and required
• Enter incoming call information into the business database and CRM.
• Under supervision, quote field-installable upgrades, replacement parts, and spare parts.
• Support customer migration paths and provide phone support as new products and retrofit kits are introduced.
• Assist with training and mentoring newly hired service engineers as directed.
• Interface with YAI Customers, Partners, ASC’s, OEMs, authorized 3rd party service providers, and go-to-market channels; recommend program, policy, or procedure changes to management that can improve customer satisfaction.
• Attend industrial trade association shows and events relevant to the role and company.
• Collect and contribute data for the Customer Satisfaction report related to product quality issues.
• Use and maintain technical documentation and customer data in a central filing system.
• Author technical FAQs for Yaskawa’s knowledge management system.

Requirements

• BSEE or BSET preferred, or equivalent technical training, or equivalent work experience.
• Minimum 1 year experience in technical customer interaction with variable frequency drives, general motion controllers, servos, CNC’s, PLC’s, robotics, or similar industrial controls.
• Working understanding of basic applications knowledge for variable frequency drives, general motion controllers, servos, CNC’s, PLC’s, robotics, or similar industrial controls.
• Detailed working knowledge of electronic test equipment, including:
  • Dual trace storage oscilloscopes
  • Line power analyzers
  • Digital multimeters
• Ability to diagnose electronic circuits.
• Valid driver’s license and ability to qualify for a U.S. passport.
• Computer literate; proficient with IBM PC and software (word processing, graphics, spreadsheets); good typing skills.
• Excellent verbal and written communication skills.

Technologies

• CRM
• IBM PC
• Dual trace storage oscilloscopes
• Line power analyzers
• Digital multimeters

Benefits

• 401(K) plan
• Profit sharing
• Corporate wide bonus plan
• Educational assistance program up to $10,000 per year for graduate courses

Location: Waukegan, IL (onsite) | Salary: USD 78,000 - 120,900 per year