Customer Support Engineer

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All for dreams. Dreams challenge and the Nidec-Group will continue to meet the challenge. For the world's and people's tomorrows; the world's first, the world's best technologies and products; we will continue our part in creating a better society.

Job Summary

The Customer Support Engineer (CSE) is responsible for the delivery of Technical Support, Service Order Management and Sales Support to customers of Nidec Energy.

The Customer Support Engineer will provide remote support and when requested, on-site support, of standard and custom power conversion products and systems which include Low Voltage AC Variable Frequency and DC Drives, Inverters for Battery Energy Storage and EV charging, Medium Voltage Drives and Power Quality systems, PLC’s and HMI’s for both industrial and renewable energy applications. The CSE utilizes technical expertise and advanced problem-solving abilities to support customers and Nidec employees who are reporting design, reliability and/or maintenance issues with Nidec’s installed base of equipment and systems.

The Customer Support Engineer manages customer and intracompany orders to ensure the delivery of products and services in accordance with the customer requirements, schedule, and internal budgets. Service Order Management focuses on Spare Parts, Repairs, Technical Support Contracts, Long-term Service Agreements, complete AC/DC motors and Field Service-related activities such as Start-up and Commissioning, Training, Field Repairs and Consulting.

This individual will be an independent, customer-facing, technical application engineer supporting multiple customers within a define region, or based upon the installed base of specific Nidec Conversion systems and solutions. This role requires an initiative-taking, results-oriented professional with a strong technical aptitude and a passion to succeed.

Essential Job Functions:
• Provide telephone, email, and other support to customers.
• When possible, remotely access the industrial control system to aid in troubleshooting or resolution.
• Prioritize customer/end user support based on the level of risk, existing customer/end user support contracts, key account status, and/or quantity of repeat complaints.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams which may include collaboration with Design, Technical Support, R&D and / or Field Service Engineers
• Initiate the procurement and shipping of crucial repair parts (if required)
• Coordinate the issuance of Return Materials Authorization (RMA) (if required)
• Participate in supporting after-service sales activities such as proposing/quoting added services, spare parts, and additional upgrades.
• Coordinate the response to emergency field service request by customers on an as needed basis.
• When requested, participate in installation and commissioning, troubleshooting, repairs, and predictive/preventative maintenance of automated systems and power conversion products/assemblies independently or as part of a team on larger projects.
• When required/requested, provide direct training to customers.
• Provide technical support related to:
o Motors, generators, drives, plant automation, and power quality systems.
o Customer systems containing a variety of PLC’s including Rockwell, Emerson, GE, Schneider, and Beckhoff and with a variety of HMI software including Factory Talk, Proficy View, Wonderware, Vijeo Designer, and others.
o Industrial communication networks.
• Work closely with in-house engineers on project design and testing of power conversion systems.
• Display professionalism, proactively interface, and effectively communicate with the customer to build and maintain an elevated level of customer satisfaction.
• Take ownership of maintaining the equipment and supplies in the field service lab.
• When required, participate in paid, rotating after hours phone duty for customer remote support and breakdown assistance.
• Maintain working knowledge of safety policies and regulations to ensure duties of self and others are performed in a safe manner.
• Use Salesforce software to log customer interactions pertaining to Service and RMA cases and creation of sales quotes.
• Use SAP software to create Sales quotes, check inventory, and enter timesheet.

Learning Period
• Formal training at Nidec Conversion, home office and on-site training with a senior FSE when needed.

Working Conditions
• Position may require approximately 10%-20% travel in the field for the