Engineering Support Technician

Job description

We're looking for an Engineering Support Technician to bridge the gap between our customers and engineering team. You'll spend most of your time investigating customer escalations, documenting technical issues, and analyzing product data to help identify root causes and improve future designs. Beyond that, you'll work alongside our engineering team, supporting design, prototyping, and product development efforts while gaining hands-on experience with automated manufacturing equipment and learning what it takes to bring new products to life. Essential Functions : Assists Product Engineering team to review and resolve customer escalations. Responds to customer concerns raised during installation, operation, maintenance, or product application or compatibility matters. Ensures calls and emails are responded to within targeted service level timeframes. Investigates, manages, and resolves customer complaints in accordance with pre-established policies. Documents customer information and recurring technical issues to support product quality programs and product development. Enters data for component history to get statistical data to help find root cause of issues in the field. Assesses component history data, formulates reports, and provides recommendations for improvement. Resolves data entry discrepancies using standard procedures. Assists with the research of new technologies, software, processes, materials, and suppliers. Completes documentation required by the quality system with assistance from Engineering and Technical Writers. Learns and assists with component design elements, creation of drawings, and documents related to automated machinery. Collaborates with Mechanical Engineers, Electrical Engineers, Control Engineers, and build team on machinery and processes related to automated manufacturing. Assists build team with hands on prototyping as required. Performs other related duties and projects as business needs require at direction of management. Minimum Qualifications Must possess effective oral communication and interpersonal skills with ability to deal with all levels of personnel in a professional and effective manner. Recent graduate or currently pursuing a Bachelor’s degree in Engineering or related field, preferred. Previous experience in related field and/or engineering background, preferred, Previous customer service experience, a plus. Must be able to read and understand all operating procedures and applicable technical information. Pay Range : $20.00-$24.00/hr