Chat Assistant Jobs in Roy, UT (NOW HIRING)

POSITION SUMMARY

This position will service the greater Salt Lake City area. The position requires 60-80% travel, mostly within region. In this role you will provide technical service and support to our customers onsite and remotely using learned knowledge and experience of electro-mechanical assemblies, system operations, programming, and diagnosing of equipment problems. Additionally, you will be responsible for:

• Installing components and solutions offered by Mitsubishi Electric Factory Automation where knowledge of programming, calibrating, tuning, rebuilding and maintaining customer’s equipment in the field is being utilized
• Supporting the in-house systems for diagnostics such as simulators, programming systems, tools, etc.
• Presenting and sell customers our value-added services (VAS) to help accomplish their UPTIME goals; CloudCNC, extended warranties, optional functions, machine tuning, control upgrades, training, etc.
• Promoting the sales of spare parts to customers which would further assist in their machine UPTIME
• Entering all technical claims, service activity, follow ups, and other customer related inquiries into the database, while maintaining data integrity
• Cooperating with and take instruction/support advice from Senior Engineers

POSITION DUTIES AND RESPONSIBILITIES

Essential Functions

·       Provide technical service and support to our customers, including MTBs, dealers, and end-users.

·       On-Site service at customer facilities using learned knowledge and experience of electro-mechanical assemblies, system operations, programming, and diagnosing of equipment problems.

·       Log in as an agent in our high-volume call center to support customer requests while upholding department goals for time to answer and total log-in time.

·       Call center support includes, but not limited to, Phone support, email, text, chat, etc.

·       Enter all technical claims, service activity, follow ups, opportunities, and other customer related inquiries into the database, while maintaining data integrity.

·       Maintain accurate details of daily events to support our utilized goals.

·       Diagnose equipment breakdowns where knowledge of machinery and other automated systems is used to maintain customer uptime.

·       Install components, software and solutions offered by MEAU using knowledge of programming, calibrating, tuning, rebuilding and maintaining customer’s equipment in the field.

·       Support the in-house systems for diagnostics such as simulators, programming systems, tools, etc.

·       Present and sell to customers our value-added services (VAS) to help accomplish their uptime goals; CloudCNC, extended warranties, optional functions, machine tuning, control/system upgrades, training.

·       Promote all Mitsubishi products and support key initiatives to achieve our strategic imperatives.

·       Determine, order, and replace parts as necessary while maintaining Van stock inventory by following up and creating returns for defective and unused parts returns.

·       Participate in company training programs and passing exams with satisfactory levels.

·       Create and/or update technical documentation.

·       Provide feedback and highlight areas of improvement in design to Technical Support Engineers.

·       Full participation and completion of all surveys from the company.

·       Provide feedback to management for newly found issues.

·       Follow up on performed service calls to gage customer satisfaction.

·       Enter all praises and complaints into our current database

·       Coordinate with and take instruction/support advice from Senior Engineers.

·       Perform other Duties as assigned.

Travel Requirements

·       Up to 80% travel based on customer demand, primarily with assigned region.

ESSENTIAL EDUCATION, SKILLS AND EXPERIENCE

·       BSEET or equivalent related experience.

·       3-6 years of experience in field service for industrial automation.

·       Knowledge of and experience using electrical and mechanical tools for machine repair.

·       Hands-on experience using volt meters, oscilloscopes, and other test / measuring equipment.

·       Ability to read and understand technical documentation: schematics, logic, procedures, etc.

·       Computer proficiency – knowledge of MS Office (Outlook, Word, Excel).

·       Experience working in a customer focused & team-oriented environment.

BENEFICIAL EDUCATION, SKILLS AND EXPERIENCE

·       Experience in Computerized Numeric Controls (CNC’s) products preferred.

·       Experience with robots and how they operate is a plus.

·       Experience with Factory automation is a plus.

·       Experience in field service is a plus.

·       Experience in motion controllers (AC and DC) and programmable logic controllers (PLC’s) is a plus.

PHYSICAL, ENVIRONMENTAL, COGNITIVE REQUIREMENTS

·       Must possess a mechanical aptitude.

·       Perform a hands-on role in an industrial environment, including but not limited to the ability to:

·       Wear proper safety attire, maneuver into tight locations, regularly lift and carry up to 50 pounds, stand on hard surfaces.

·       Ability to bend, stretch, squat, and climb in various areas, including tight and confined spaces.

·       Navigate a plant environment.

·       Move about to accomplish tasks or moving from one worksite to another.

·       Work around moving equipment and operate machinery and /or power tools.

·       Must be physically able to regularly travel, including the ability to:

·       Sit for extended periods of time for the purposes of travel.

·       Operate a motor vehicle for both short and long distances.

·       Fly via commercial flights, both nationally and internationally as needed.

·       Stay overnight in hotels as needed.

·       Be able to respond and travel quickly , with little notice, for emergencies.

·       Able to work potential overtime/extended hours.

·       Ability to organize and prioritize working activities.

·       Ability to analyze and diagnose problems and work independently to solve them.

·       Ability to meet tight deadlines.

·       Fast-paced daily work output.

·       Detail oriented and extremely accurate.

·       Excessive noise, vibrations, sensory conditions.

·       Strong verbal and written communication skills to communicate with and maintain effective relationships with customers and colleagues.

·       Ability to sell value added services to customers.