Mantracourt Electronics Ltd.

Field Engineer

• Troubleshoots, diagnoses, and repairs Mycronic products on customer premises, at company facility, and via telephone
• Provides training to customers and participates in the set-up and demonstration of new products
• Assists in the preparation of system orders
• Provides pre- and post-sales support for all Mycronic services and products
• Provides meeting and trade show support; including setting up equipment and installing temporary cabling as needed
• Conducts pre-site inspection, preventative maintenance and customer care support for service contracts
• Maintains accurate records to reflect the support and repair history of equipment serviced or repaired
• Submits all necessary paperwork, including travel itineraries, trip reports, activity reports, weekly expense and service reports accurately and in a timely manner
• Maintains all assigned assets (laptop/computer, phone, tools, and repair parts, etc.)
• Returns defective parts replaced during repair in a timely manner to designated depots
• Establishes and maintains open lines of communication with key personnel at assigned accounts to remain current with support, repair and on-going issues (i.e. installations, upgrades, persistent problems)
• Escalates support issues to management when customer satisfaction is jeopardized
• Develops and maintains the knowledge and skills required to produce the highest levels of customer service support
• Becomes familiar with Mycronic equipment applications and products through structured corporate training programs, on the job training, study of Mycronic marketing materials, sales brochures and available self-study programs
• Works closely with customers, sales representatives, product engineers, administrative staff, and other field support personnel to provide the highest level of customer support and satisfaction
• Establishes a communication schedule with service managers and administrators to exchange information on daily and weekly activities
• Meets all assigned targets and goals set by corporate, regional and area managers

Field Service Engineer

• Provides advanced technical consultation and support to customers, serving as a subject matter expert for Mycronic products and systems
• Exercises discretion and independent judgment to analyze, diagnose, and resolve complex system software and hardware failures and product performance issues
• Performs autonomous weekly Preventive Maintenance (PM) on customer systems, ensuring seamless, unsupervised execution to maintain system uptime and operational efficiency
• Develops and implements innovative, custom solutions for diverse customer applications and implements sustainable corrective actions to resolve recurring system issues
• Gains and maintains foundational system knowledge of SLX and other relevant systems to effectively support and troubleshoot equipment
• Influences product development by providing field-based insights, documenting customer feedback, and collaborating with product development and engineering teams
• Serves as the primary technical liaison between customers and internal engineering/development teams, translating complex technical concepts into understandable solutions and influencing future product enhancements
• Oversees system buyoffs, demonstrations, and new product setups, ensuring a high-quality customer experience and successful integration
• Possesses a working knowledge of troubleshooting processes, including understanding the initial steps, gathering important information, and asking pertinent questions to efficiently diagnose issues and minimize customer downtime
• Prepares and delivers compelling presentations to customers, vendors, and senior associates, actively participating in regular customer meetings to foster strong relationships
• Establishes and maintains effective communication with customers and internal stakeholders, escalating support issues to management and higher-level support when necessary to maintain system performance and customer satisfaction
• Develops deep knowledge of Mycronic equipment applications and products through continuous self-study, corporate training programs, and on-the-job experience
• Submits all required documentation accurately and timely, including trip reports, expense reports, and service records
• Adheres rigorously to all safety protocols and utilizes all required safety equipment
• Performs other duties as assigned related to the company's service processes and overall business needs

Mantracourt Electronics Ltd.

Field Service Engineer

Field Service Engineer

Applications Engineer – Field Based

Applications Engineer – Field Based