Position Title: Technical Support Engineer
Reports To: Director of Global Service Network
Our Legacy: For over 100 years Despatch Industries has specialized in providing innovative thermal processing technology solutions. Despatch has grown and evolved into a global brand that is recognized for providing top quality products and world-class customer service. Despatch has three dedicated business units focused on meeting the demands of the rapidly expanding thermal, solar and carbon fiber markets.
The Technical Support Engineering position is dedicated to the support of field operations including Despatch Field Service, Customers, Sales, and third party service contractors. Support includes, but is not limited to, technical support via phone and email for assigned products in and out of warranty, servicing products at customer facilities, parts sales and warranty support, the publication of product service bulletins and providing equipment operation and maintenance training.
- Provides support for all technical aspects of assigned products including;
- Advanced troubleshooting system controls, software and hardware
- Training and system application
- Developing and providing supporting technical documentation
- Interfaces with manufacturing, customers, technicians, mechanics, engineers, quality control, product managers, technology and senior management.
- Provide training and mentoring to supporting role associates in technical aspects of assigned products
- Travel and interaction with service, customers and partners supporting adoption and integration of products into new and existing lines.
- Provide regular reports on equipment quality status, customer activities including new technology demands and improvement opportunities.
Maintaining an expert level of operational knowledge for assigned products. Focused areas of expertise include:
Effectively identifying customers’ service needs and leading efforts to meet those needs through new or enhanced service options. These options could take the form of upgrades, modification, service agreements or other saleable goods and services.
Identifying areas for product improvement and providing recommendations to product management.
Adhering to company/department operating policies and procedures that portrays Despatch in the best possible position.
Feedback product issues and improvement opportunities to appropriate departments and personnel
- System controls/software/PLC functionality
- Component level functional troubleshooting
- System operation specifications
- Best Known Methods of Operation, Process and Maintenance
Troubleshoot, Debug and Provide technical support on Despatch products and sub components including but not limited to, PLC, Process Controllers, Communication Systems, User Interfaces, AC/DC drives and motors on various conveyorized and batch heating and cooling systems.
Troubleshoot and calibrate circuits, systems and devices used in the measurement and /or control of, but not limited to, current, voltage, temperature, vacuum, pressure, level, weight/density, speed, flow and frequency.
Read and interpret PID and ladder logic drawings, blueprints, sketches, vendor drawings and equipment service manuals
Provide training and mentoring to supporting role associates in technical aspects of assigned products
Work with engineers, technicians or craft people during troubleshooting, repair or modify equipment, systems or processes.
Contribute technical recommendations regarding the improvement or optimization of facility equipment and/or process equipment as needed.
Responsibilities of this position may include direct and/or indirect physical or logical access to information, systems, technologies subjected to the regulations/compliance with U.S. Export Control Laws
Execution of internal and external training program for supporting roles relating to assigned product lines
Ensure retrofit packages are properly structured, manufactured, validated, documented and delivered to customers to ensure seamless integration into existing equipment. Includes preparing and training field personnel on installation and start-up requirements
Selling billable services through inbound and outbound calling and email activities.
Review and revision of product owner manuals for assigned product line
Creation and revision of baseline documentation for equipment start-up including best known methods and machine parameters for successful and expedient customer acceptance
Identification and documentation of installation, start-up and service procedures for assigned products.
Properly analyzing service calls to identify recurring problems and improvement opportunities, summarizing occurrences and proposing effective solutions to the product manager.
Ensure product specific corrective action requests are assigned and executed in a timely manner
Provides technical support for Parts department by identifying parts, structuring quotes and orders, and completing job files.
Four year degree in Mechanical Engineering, Electrical Engineer, or Software (or 2 year technical degree and equivalent experience).
Previous experience with heat processing or refrigerated equipment, PID control instruments, PLC programming and electrical wiring trouble shooting. Working knowledge of fluid dynamics, particularly air flow, is a big plus.
Strong analytical and problem solving skills
PLC Programming or extensive troubleshooting
Ability to independently manage and prioritize multiple assignments in a fast paced environment.
Strong customer relationship focus and skills
Ability to work in a team environment across functional groups to resolve and address cross functional issues and recommend/implement improvements
Ability to travel domestically
Despatch Industries provides office employees a comprehensive benefits package including health, dental, short term disability insurance, basic and supplemental life insurance, 401(k) plan, paid time off benefits, holidays, casual dress and other benefits. Despatch is an Affirmative Action and Equal Opportunity Employer. If you need accommodations to apply, please contact Despatch at 952-469-5424