Service & Support Engineer

Job Summary:

• Provide technical support for customer service contracts (phone and/or on-site).
• Manage service phone calls and support Technical Writers with project deadlines.
• Perform additional controls engineering work as needed, including:
  • Research and estimating support.
  • Component selection, network design, and panel design review.
  • Device troubleshooting, PLC and HMI programming.
  • On-site installation, debugging, and after-sales support.

Essential Functions:

• Provide timely technical support for customer system issues (phone or on-site).
• Input service call reports for records and billing in a timely manner.
• Understand AC/DC control systems.
• Manage service calls and phone assignments.
• Use computer software for design engineering and PLC programming.
• Troubleshoot systems and communicate status clearly (verbally and in writing).
• Assist project management with technical questions and issues.
• Develop and review electrical diagrams, correcting errors when needed.
• Ability to read and understand schematics of electrical control systems.
• Contribute effectively to project teams.
• Communicate with customers to troubleshoot system issues.
• Collaborate with team members and maintain clear communication with the Administrative Coordinator.
• Available for alternating weeks of on-call service; will carry the on-call phone during those weeks.
• Perform other responsibilities as needed.

Required Knowledge, Skills, and Abilities:

• Proficiency in multiple programming languages and PLC control device networks.
• Willingness to attend training and obtain certifications in relevant control technologies.
• Knowledge of controls, material handling, water/wastewater systems, and manufacturing.
• Strong organizational skills, multitasking ability, and attention to detail.
• Ability to work independently and as part of a team.
• Critical thinking and problem-solving skills.
• Self-starter with strong analytical abilities.
• Excellent verbal and written communication skills.
• Willingness to travel and work non-business hours as needed.

Experience Required:

• PLC programming, debugging, and commissioning.
• System troubleshooting.
• Plan/hardware design.
• AutoCAD (AutoCAD Electrical preferred).
• Microsoft Office Suite.
• Basic knowledge of electrical equipment and local building codes (UL508a, NEC, NFPA).

Experience Preferred:

• Preferred experience in BHS and/or conveyor/material handling industry, specifically in providing technical support and troubleshooting.
• Hands-on mechanical and electrical capabilities.
• Troubleshooting experience.
• Experience with AutoCAD Electrical.
• Working knowledge of Rockwell PLC and HMI products (additional PLC brand experience is a plus).
• Material handling knowledge.
• Understanding of VFDs, servos, sensors, and vision systems.

Education, Experience, and Qualifications:

• Bachelor’s Degree in Engineering (EE, EET, or CECS preferred) or 1-2 years of related experience.
• Legally authorized to work in the U.S. (sponsorship considered for the right candidate).
• Ability to obtain airport security clearance.

Work Environment:

• Works in office when not traveling.
• Office setting and field locations.
• Collaborative, engaging, and success-driven culture.
• Travel up to 30%, typically for short stays of 1-3 days at a time.

Physical Demands:

• Sitting for prolonged periods.
• Repetitive typing/data entry.
• Lifting up to 50 lbs.

Work Schedule:

• Office-based when not traveling to job sites.
• General office hours: M-F, 7 AM-4 PM or 8 AM-5 PM.
• May require working outside standard hours to support customer needs.

Let me know if you need any further modifications! 🚀