The Job

Service Engineer II- Western US territory

Technology, Data & Digital · Software & Web Development · Software Engineering · Embedded Systems

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In short

Service Engineer II responsible for post-sale customer support including installation, repair, and maintenance of cryostat solutions, primarily through on-site visits and remote communications. Requires a Bachelor's degree in engineering, 1-3 years of technical service experience, and proficiency in CRM/ERP software. The role involves significant travel within the Western US territory and remote work from San Francisco, CA.

Responsibilities

  • Troubleshoot, diagnose, and resolve customer problems via on-site visits, telephone, video call, and email.
  • Track and follow up with customers to ensure issues are resolved.
  • Travel to customer sites to perform installations, user training, maintenance, and resolve problems.
  • Perform remote installations by video call.
  • Prepare service trip reports, document issues, and pass on relevant information to operations and engineering teams.
  • Issue RMAs, work with Sales, Production, and Shipping/Receiving to ensure service work is completed promptly and systems are returned and invoiced.
  • Identify systemic customer issues and work towards root cause and corrective actions.
  • Participate in quality assurance councils.
  • Provide detailed feedback to Headquarters regarding customer feedback and quality issues.
  • Review product manuals for accuracy and assist in the development of product and service manuals.
  • Work on New Product Initiatives (NPI) with headquarters staff by providing input on serviceability.
  • Actively sell Service capabilities at customer sites by working with Inside Sales and the Regional Sales Account Manager.
  • Travel domestically and internationally 50-75% of the time.
  • Routinely track time spent on Service projects, with a goal of 30 hours per week of billable hours.
  • Test and troubleshoot various components within systems including mechanical design, wiring harnesses, PCBs, piezoelectric components, compressors, and vacuum pumps.

Requirements

  • Bachelor’s degree in an engineering discipline, or experience as a technician in a related field.
  • 1-3 years’ experience in a technical service role, which includes travel to customer sites.
  • Experience servicing equipment with electronics, software, mechanical, and firmware components.
  • Basic electronics wiring and circuitry troubleshooting skills.
  • Ability to read electrical schematics.
  • Basic understanding of the heat transfer modes (conduction, convection, radiation).
  • Able to work with small tools such as tweezers, fine screwdrivers, and small handheld DMM leads.
  • Knowledge of Salesforce or equivalent CRM software.
  • Knowledge of Epicor or equivalent ERP software.
  • Experience with Microsoft Office, Adobe Acrobat, and the ability to learn other standard business applications.
  • Cross-functional team-building skills.
  • Strong client-facing communication skills including punctuality, tact, and work focus.
  • Strong, positive interpersonal skills and ability to work as an effective member of a team.
  • Skilled at creating and maintaining positive client relationships.
  • Skilled at building and managing schedules, timelines, and resource allocation.
  • Excellent organizational skills and attention to detail.
  • Proven personal task management skills and a high level of self-motivation and initiative.
  • Ability to work independently and remotely.
  • A creative and disciplined approach to problem-solving.
  • Excellent written and verbal communication skills.
  • Ability to read, write, and edit technical documents.
  • Strong skills in engineering concepts and understanding scientific instruments.
  • Must have an affinity for regional travel.
  • Candidates must meet federal facility entry requirements for US government facilities.

Desired Qualifications

  • Cryogenics and heat transfer experience is a significant plus.

Benefits

  • Culture of trust and accountability
  • Lifelong learning and career growth
  • Innovation powered by people
  • Comprehensive compensation and benefits
  • Health and well-being
#Service Engineer#Field Service#Customer Support#Installation#Repair#Maintenance#Technical Support#Troubleshooting#Cryogenics#Heat Transfer
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Company

Atlas Copco Group

Job Posted

1 month ago

Employment Type

Full Time

WorkMode

Remote

Experience Level

Mid-Senior

Locations

San Francisco, United States

Qualification

Bachelor

Applicants

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