North America Field Service Engineer

About the role

Essemtec USA is a sales and services subsidiary of Essemtec AG a division of Nano Dimension. Essemtec designs and manufactures All-In-One Paste Jetting, SMT Placement, & Dispensing machinery servicing a variety of industries including Automotive, Military, Medical, Consumer, Aerospace, & Lighting. Essemtec additionally provides software, peripherals, and services, working with industry leaders and customers on innovative research and development, defining future needs. The ideal candidate is a customer-focused, hands-on Field Service Engineer with 2-4 years of experience in electronics manufacturing, robotics, PCB assembly, or related technical fields. They should have strong troubleshooting, problem-solving, and communication skills and be comfortable working independently while supporting customers and collaborating with internal engineering teams. This is a field-based position with frequent travel throughout North America and periodic international travel for training. The ideal candidate is organized, self-motivated, adaptable, and committed to delivering an excellent customer experience. Candidates are required to be based in New England. This is a hybrid position requiring frequent visit our Woburn, MA headquarters.

Responsibilities

• Servicing of new and existing Essemtec systems across North America
• Provide technical & application services for customers on-site, remote, and via our hotline
• Perform install, commissioning, preventive maintenance, troubleshooting, repair, calibration, upgrades, and retrofits on various systems
• On-site support of hardware and software products and remote support for troubleshooting/error analysis on systems, with both internal teams and external customers
• Demonstrate system capabilities, provide customer training, and analyze system operation
• Manage and maintain accurate and timely administrative tasks such as inventory, trip planning, expenses, service report, and other role related activities
• Document all field activities (CRM, ERP, or company application) to ensure data accuracy
• Contribute to and maintain protocols, manuals, and service knowledge base
• Collaborate with engineering team to resolve unique cases; provide product feedback as available
• Maximize customer satisfaction and service relationship by conducting follow-ups post-service
• Identify any customer hurdles to escalate for action
• Represent Essemtec with highest professionalism to drive customer experience
• Periodic travel to international headquarters for training and product/service orientation

Qualifications

• Knowledge of electronics manufacturing, robotics, PCB assembly, and/or 2-4 years of experience desire
• Associates degree or related technical work experience of 2-4 years in field service
• Ability to readily understand and interpret detailed documents, drawing, and specifications
• Ability to work with test equipment and hand tools
• Excellent customer service, problem-solving, decision-making, and analytical skills
• Able to work under pressure and time constraints; handle challenging and unexpected situations in the field
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint and Outlook)
• Motivated, independent, and solution-oriented way of working; organizational skills
• Basic knowledge of OSHA and workplace safety
• Willingness to travel nationally and internationally approx. 70% -80%

Benefits

• Competitive compensation package and a full suite of benefits, including medical insurance, dental insurance, vision insurance, 401(k), generous vacation policy, and more.
• Casual dress
• Training at multiple offices around the world
• Ability to work in a diverse, autonomous, supportive, collegial, and collaborative environment