Service Engineer

Job Description

Job Description

SUMMARY OF FUNCTIONS:

· Support customers with Schuler Group and other OEM equipment.

· Apply a strong technical background to all customer service actions. Recommend various products and services to customers.

· Manages internal resources to ensure customer satisfaction.

· Provides support to the sales team for quotes.

· Interfaces with and supports field service personnel for technical support and customer follow-up actions.

MAJOR DUTIES AND RESPONSIBILITIES:

· Ensures a high level of customer satisfaction related to service and spare parts support.

· Assist customers in person, and via the phone/email with inquiries, technical and commercial issues.

· Provide calculations, back up and technical support to customer service representatives. Help customers and the Customer Service representatives in the identification of parts and recommendation of services.

· Interfaces with Service Coordinators to schedule available resources to meet customer requirements.

· Define and deliver scope of supply with supporting technical documentation to Field Operations for execution of sales orders and projects sold.

· Works from detailed drawings, schematics, written/verbal instructions and bills of material as needed to direct the assembly or repair of a full range of components.

· Monitor open orders in SAP and with suppliers to ensure on time delivery with assistance of Customer Service Reps and purchasing.

· Maintains technical documentation, and equipment history.

· Determines commercial responsibility for warranty and non-warranty issues in accordance with service group guidelines.

· Ensures customer accounts are current, resolves disputes and supports accounting in collections of past due invoices.

· Develop and promote preventive maintenance, training programs and spare parts packages with support of SIC service group or affiliate Engineering.

· Assist engineering in the identification and development of service products.

· Support Engineering and field service in the training and development of new employees.

· Participate in trouble shooting, repair and/or installation of Schuler products.

· Liaise with project managers as Service Group representative at appropriate product line buyoffs at customer sites in order to supply information on the warranty procedures.

· Assures that in all aspects of customer service activities that the corporate commitment to quality, cost control, safety and customer satisfaction is established and maintained. Maintains and encourage a high level of morale and communication among the Service Group personnel.

REQUIREMENTS:

· Ten (10) years’ experience with metal forming equipment.

· Possess extensive experience, understanding and interpretation skills of technical drawings.

· Must possess a valid driver’s license and satisfactory driving record. Must possess a valid passport.

· Proficient in MS Word, Excel, Project and SAP.

· Must possess a valid driver’s license and satisfactory driving record.

· Must possess a valid passport or be able to obtain one.

• Proficient computer skills with the ability to learn new software

· Customer focused

· Strong time management and organizational skills

· Ability to multi-task and to work in dynamic business environment; Adaptable to change

· Self-motivated and results oriented; Ability to use judgement and make decisions independently

· Teamwork oriented to resolve problems and achieve goals

· Excellent listening, verbal and written communication skills:

· Fluent in English with advanced reading and writing skills

· Visa holders/English as Second Language (ESL) individuals must take TOEFL exam and score above passing grade.

ORGANIZATIONAL RELATIONSHIPS:

· Reports directly to the Service Sales & Engineering Manager. Coordinates related activities with Field operations manager and coordinator, engineers, sales, project managers, purchasing, Schuler Group companies and external suppliers.

MISCELLANEOUS

· Performs other duties as required or assigned, which are reasonably within the scope of the duties in this job classification.

Company Description

ANDRITZ Schuler Incorporated, headquartered in Canton, Michigan represents the Schuler Group in North America. We offer sales management and project coordination for state-of-the-art metal forming system solutions. Our after-sales service, spare parts, PM programs, retrofit and rebuild programs are ready to support new and existing metal forming systems.

Our goal is to provide our customers with the ability to become more productive, flexible and profitable in todays increasingly competitive environment. We provide comprehensive process knowledge, turnkey installations and technical service throughout the entire life of the system.

Company Description

ANDRITZ Schuler Incorporated, headquartered in Canton, Michigan represents the Schuler Group in North America. We offer sales management and project coordination for state-of-the-art metal forming system solutions. Our after-sales service, spare parts, PM programs, retrofit and rebuild programs are ready to support new and existing metal forming systems.\r\n\r\nOur goal is to provide our customers with the ability to become more productive, flexible and profitable in todays increasingly competitive environment. We provide comprehensive process knowledge, turnkey installations and technical service throughout the entire life of the system.