Overview The Technical Support Engineer provides technical services, consultation and guidance to Customers, Service Engineers, Service Admins, Sales, and other internal corporate operations in the effort to diagnose and resolve technical issues in an expedient and thorough manner. This position requires a high level of technical knowledge of MPI's products and operations.
MPI drives a LEAN culture, focused on customer service excellence. We do this by working to simplify our processes and driving out waste or non-value-added activities. We value participation at all levels and invest in our employees' training to achieve continuous development of our dynamic team.
Salary: $95-115K
Please note: This is in a manufacturing environment, not an IT position.
Responsibilities
- Support Customers and Service on technical matters.
- Assist in reviewing and interpreting technical specifications, schematics, and part numbers to troubleshoot and generate quotes.
- Support Service and Refurbishment Dept as a technical resource to assist in technical problem solving.
- Function as a Technical Liaison between the various departments including Sales, Service, Engineering, and other internal corporate operations as needed.
- Assist in gathering machine drawings and/or technical documentation to assist customers.
- Consult MPI engineering as required and collaborate on developing technical solutions.
- Produce Service Updates and Field Service Technical Bulletins to assist Service Engineers.
- Respond to customer phone calls, emails, and other forms of communication in the effort to address technical issues.
- Provide guidance to the Service Coordinator and Parts Customer Service Representative.
- Support Field Service Engineers on technical matters that require assistance.
- Perform remote diagnostics through TeamViewer or other remote connectivity platforms.
- Travel to customer sites as needed to assist FSE's when required and be willing to be "hands on" as required resolving technical matters in the field. Travel estimates 5%-10%.
- Knowledge of machine bill of materials and how to correlate with schematics.
- Program PLCs in ladder logic format, Temperature Controllers and other controls components as required.
- Create easy to follow, pictorial and step-by-step instructions and procedures for use in guiding customers and FSE's during diagnosing and troubleshooting.
- Knowledge of machine operation including purpose/function of all standard features and options.
- Knowledge of wax room operations, how the equipment is used by the customer with an understanding of what matters most to customers.
- Interpret technical specifications to aid Sales, Field Service and Customers.
- Document knowledge in the form of knowledge base tech notes and articles.
- Create and conduct technical training sessions as required.
- Support Factory Acceptance Testing and Site Acceptance Testing when needed.
- Make recommendations that will reduce costs and improve product efficiency.
- Collaborate closely with Sales, Service and Engineering to produce a synergistic message to MPI's customers.
- Utilize MPI's preferred ERP system Epicor to effectively document and communicate within MPI.
- Attend internal Sales Order Meetings to represent Sales and Service on technical matters when required.
- Other duties as assigned by management.
Qualifications
- BS in Mechanical / Electrical Engineering or Controls is preferred; similar experience will be considered.
- 7+ years working with Hydraulics, Pneumatics, PLC's, Windows
- Technical problem solver.
- Possess excellent troubleshooting skills and ability to identify alternative solutions when faced with obstacles.
- Excellent communication skills: listening, verbal and written, even when interfacing with customers whose primary language may not be English.
- Demonstrate advanced understanding of electrical, hydraulic, controls and pneumatic engineering principles with the ability to interpret schematics.
- High level understanding of mechanical functionality and experience in disassembly and assembly of components.
- Must possess particularly good organizational skills with the ability to multi-task.
- Independent worker with excellent reasoning and decision-making ability.
- Effective customer service skills to calm upset customers and work with demanding customers.
- Able to work in an environment that at times may have time pressures and stressful situations.
- Driven to perform assignments to a thorough conclusion.
- Command of MS Office SW Products and variety of Engineering SW tools, SolidWorks, 3D CAD etc.
- Working knowledge or experience with ERP data entry, EpiCor a plus.
- Mentor and Technical Leader to others.
- Team player / Collaborator.
- US Citizenship is required to satisfy our ITAR agreement.
- Ability to work on site five days per week.
Company Website
Company Profile MPI is headquartered in Poughkeepsie, NY, and is proud to be able to stamp all of their equipment with the "Proudly Made in America" moniker. Within its impressive facility, there exists a fully functioning laboratory, showroom and production facility to demonstrate our state-of-the-art wax room equipment. We also boast a full training center to provide ongoing training classes for process engineers, machine operators and maintenance staff, available to our entire global customer base. MPI also offers impressive pattern injection and pattern assembly capabilities. Pattern production is mutually beneficial because it gives the customer a chance to reap the benefits of the process without the initial commitment to purchase. It also allows MPI to clearly see opportunities for enhanced equipment design.