Service Support Engineer

About the role

This position provides equipment troubleshooting and assistance to customers and Field Service Engineers via telephone and/or visual/virtual service.

Essential duties and responsibilities

• Provide equipment troubleshooting and assistance to customers and Field Service Engineers via telephone and/or visual/virtual service
• Provide part identification assistance for customers, distributors, Field Service Engineers, as well as other employees and departments
• Maintain accurate and timely data in a service system
• Evaluate situation at customer to determine what resources are needed on site to resolve the situation
• Contribute to technical bulletins and knowledge base documents
• Interact with Customers and other Messer Associates
• Occasional travel for manufacturing training

Minimum education and qualifications

• High School Diploma or equivalent
• Two-year technical training in electronics, mechanical or machine tool assembly is preferred

Knowledge, skills and abilities

• Background in machinery or industrial equipment industry
• Ability to read bills of material (BOM), schematics, and assembly drawings
• Must demonstrate competency in both mechanical and electrical assemblies
• Knowledge and experience using Windows operating system and environment
• Excellent communication skills, both written and oral. Must demonstrate exceptional telephone etiquette
• Must demonstrate excellent customer service skills and behavior
• Must be able to multi-task
• Must demonstrate the ability to maintain a calm and collected composure
• Must adhere to appropriate office etiquette and protocol

Protective clothing and equipment

• Steel-toe shoes
• Eye protection

Working environment

The work environment characteristics described here are representative of those an Associate encounters while performing the essential functions of this job. Work is performed in a moderate to loud manufacturing environment. The noise level in the work environment is usually moderate.