Customer Service Engineer I

Mitsubishi Heavy Industries America, Inc. (MHIA) is looking for a Customer Service Engineer I to join our team.

ABOUT MITSUBISHI HEAVY INDUSTRIES AMERICA, INC. (MHIA):

 

For over 130 years Mitsubishi Heavy Industries (MHI) Group’s innovative and integrated solutions have demonstrated our commitment to creating a positive social impact around the globe. Our range of products and services are tailored to meet our customers’ evolving needs across the commercial aviation, energy, transportation and infrastructure, machinery, defense and space systems sectors.

Our culture embraces diversity and cooperation, and we promote a healthy balance of professional and personal development, ensuring that your ideas and expertise are valued and respected.

To meet the challenges of an ever-changing world, we continuously reinvent the concept of manufacturing. Are you ready to make tomorrow's work better than today?

SCOPE:

 

Through the years and continuing through today, Mitsubishi Heavy Industries America Corrugating Machinery Division (CMD) serves the growing, dynamic packaging industry with leading edge equipment systems, sales, parts, technical and field support, making it one of the most respected suppliers to converters in North and Central America.  

 

The Customer Service Engineer focuses on planning and coordinating resources supporting the installment and repairs of new and existing equipment for MHIA’s Corrugating Machinery Division (CMD). This role researches and applies technical and engineering knowledge to resolve complex customer’s equipment issues, provides support to Field Service Engineering team and contributes to the Customer Service Departmental goals and financial targets.

 

JOB RESPONSIBILITIES

 

• Project manage installations, rebuilds and retrofits at customer sites. Arrange shipment of required tools, inspect return tooling, and restock as necessary.
• Provide technical support to Customers and Field Service personnel. Assist in diagnosing problems, recommend solutions, and identify parts in need of replacement.
• Conduct root cause analysis, conduct research, review drawings, document accordingly, and provide recommendations.
• Evaluate service and repair requirements and provide quotations to Field Service personnel labor hours.
• Support Field Service personnel; respond to requests for documentation, guidance, equipment, and outside contractors. Recommend course of action and specific resources based on circumstances.
• Request and follow through warranty orders. Accurately determine the parts, equipment, and manpower to implement the warranty resolution. Expedite purchase of parts with Parts Department, Engineering, and vendors. Complete the warranty process, documentation, and remaining tasks.
• Review Field Service reports including supporting description for accuracy prior to customer report submission.
• Participating in customer exit meetings to ensure proper resolution of open items.
• Develop parts lists for quotations based on Service Reports and Customer Requests.
• Follow up on calls which may require research and obtain information from other groups within the
• Support parts department to identify requested customer part(s). Review established lists for completeness and make recommendations where applicable.
• Assess Field Service Personnel technical skillset and identify training opportunities.
• Perform after hours call support based on Customer Service Team assignment.
• Complete fieldwork as needed to support the customer and enhance knowledge of machine systems. Complete site reports, develop training, and troubleshooting resources.
• Other related duties as assigned by management.
• Perform weekly (after hours call rotation) based on Customer Service Team assignment.
• Project manage installations, rebuilds and retrofits at customer sites.
• Complete fieldwork as needed to support the customer.

• Other related duties as assigned by management.

 

 QUALIFICATIONS & SKILLS

 

• Education Requirement: Bachelor’s degree from an accredited college or university in Mechanical, Electrical Engineering or related field.
• Experience: At least one year of related experience (including internships and academic projects)
• Any special skills/training/certifications:
  • Ability to read and interpret mechanical and electrical drawings with a good understanding of geometric dimensioning and tolerancing.
  • Foundational understanding of mechanical, electrical, hydraulic, and pneumatic systems.
  • Excellent communication skills. Ability to communicate effectively at all levels .
  • Technical communication skills; a