Services Controls Engineer
Job Title
Service Controls Engineer
Job Summary
Fives Intralogistics Corp. is seeking an experienced and self-motivated Engineering professional to join our team to play an instrumental role in serving our customers and supporting the Services business as part of our company growth strategy.
This exciting opportunity involves shaping an exceptional customer experience through the delivery of product lifecycle support services including technical services and support while providing exemplary customer service.
The Controls focused Service Engineer employs technical know-how with electrical, software, and automation control systems for material handling equipment as well as applicable industry codes and standards to troubleshoot equipment problems and report software bugs, product nonconformance, etc. to Engineering.
The Services Controls Engineer also conducts all customer related activities required to support product retrofit / enhancement execution, proposal cost estimating, technical scope development, and problem-solving to ensure customer satisfaction.
This position serves customers on the 24/7 Technical Support Services Hotline and is responsible for providing technical assistance and support for incoming concerns and issues related to Fives and OEM equipment and systems. The Service Engineer is responsible for meeting all relevant technical deliverables, accomplishing customer satisfaction, service level and work execution goals while supporting the achievement of new business and profit goals.
Main Responsibilities
1. Serve as the first point of contact for customers seeking technical assistance over the phone or by email. Ensure compliance with standards that are established procedures for addressing client concerns.
2. Assist the Parts, Technical Support, and Field Service teams by researching and responding to technical inquiries received from internal/external stakeholders related to Fives & OEM equipment or systems. Includes Level 1 and 2 support as well as 24/7 on-call rotations during non-business hours and customer PEAK season periods.
3. Carry out service ticket management activities including recording events, problems and outcomes, maintaining a record of all call transactions, following-up to update customer status, and passing on any feedback or suggestions by customers to the appropriate internal team.
4. Perform remote troubleshooting through diagnostic techniques and pertinent questions to solve problems. Direct unresolved issues to the next level of support personnel.
5. Respond as quickly as possible, think long term when dealing with customers, personalize client relationships and strive for high-quality service in order to facilitate lasting relationships, repeat business, and referrals.
6. Assist the Sales Team with developing the scope of work and technical specification documents during the project proposal and execution phases of the sales process.
7. Provide cost estimating feedback for materials, equipment, and/or labor and perform equipment and system calculations upon request.
8. Create technical reports summarizing the background, situation, methods and actions taken, technical findings, conclusions, and recommendations along with appropriate technical reference sources.
9. Support execution of retrofit projects remotely or in the field, as needed, by conducting the electrical engineering portion of the work.
10. Review & verify system design for compliance with engineering principles, company standards, customer contract requirements, and related specifications.
11. Ensure all project tasks, milestones, schedules & task related budgets are met.
12. Complete and communicate various progress, budget, and schedule reports as assigned.
Requested Knowledge / Competencies
1. Minimum Associates/Technical Degree or Bachelor's Degree (BA/BS) in Engineering or relevant field.
2. 3+ years related experience and/or training in engineering, project, or technical service roles, preferably in the material handling industry.
3. PLC Programming experience and knowledge with Rockwell PLC (RSLogix 5000, Studio 5000, etc.).
4. HMI Programming (Rockwell FactoryTalk View, Proface GP-Pro, etc.) knowledge a plus but not required.
5. Setup and troubleshooting Variable Frequency Drives for induction/servo drives.
6. Ability to read electrical schematics (AutoCAD Electrical) and troubleshoot hardware.
7. Tech savvy with working knowledge of office automation products, electrical, software and controls.
8. Good understanding of computer networking, mobile devices and other tech products.
9. Ability to diagnose and resolve basic technical issues, customer-oriented and cool-tempered.
10. Excellent computer skills (i.e., MS Office, ACAD, Windows).
SPECIFIC CONSTRAINTS
PHYSICAL DEMANDS: While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to walk and reach with hands and arms. The employee is occasionally required to stand; climb or balance; and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.
WORK ENVIRONMENT: While performing the duties of this job, the employee is occasionally exposed to wet and/or humid conditions, moving mechanical parts, risk of electrical shock, and vibration. The noise level in the work environment is usually moderate.