Customer Service Engineer

The Customer Service Engineer is part of our global customer service field team. Our world class field service team provides outstanding service and support to our customers world-wide. We earn our reputation by going above and beyond for them every day. Our service and support team is seeking an experienced Customer Service Engineer to become part of the QED family in Rochester, NY. This candidate will travel domestically and internationally when restrictions allow. A valid, current driver’s license and passport are required for this role. We invite you to review this posting and consider this opportunity as an excellent step in your career.

About QED Technologies

QED Technologies serves the precision optics industry. QED’s customers span the globe and include the world’s leading precision optics manufacturers. Based in Rochester, NY, QED is able to capitalize on the area's academic and industrial resources in the field of precision optics manufacturing and engineering to provide innovative products that set new standards in manufacturing precision optics.

Please visit our web site https://qedmrf.com for more information on QED Technologies.

The US Customer Service Engineer is part of our global customer service field team. Our world class field service team provides outstanding service and support to our customers world-wide. We earn our reputation by going above and beyond for them every day. Our service and support team is seeking an experienced Customer Service Engineer to become part of the QED family in Rochester, NY. This candidate will travel domestically and internationally when restrictions allow. A valid, current driver’s license and passport are required for this role. We invite you to review this posting and consider this opportunity as an excellent step in your career.

Summary

Plans and performs activities concerned with installing, training, operating, and maintaining equipment. Acts as an interface with QED customers to include providing remote support, on-site support, and provides training to our customers.

Main Duties and Responsibilities include the following. Other duties may be assigned.

Installs new equipment at customer's facility to ensure full functionality according to defined specifications.

• Installs software and hardware upgrades at customer’s facility.
• Provides post-service/install trip reports to QED.
• Provides remote and on-site technical assistance to help troubleshoot, diagnose, and repair equipment, including international and after hours support on occasion. Provides and part numbers are details to Operations to have work quotes issued.
• Provides internal and external reports/documents installations and service visits.
• Conducts training on the safe operation of the equipment and demonstrates skills to customers.
• Root cause analysis to determine source of problem, and recommends repair, replacement, or other corrective action.
• Provides a communication link between the customer and the company to help ensure that effective service is provided to the customer. Effectively communicates with customers regarding machine performance and problem resolution.
• Perform process qualification routines including standard performance tests and preventative maintenance visits.

Education and/or Experience

Bachelor’s degree (B.S.) in Electrical Engineering, Engineering Technology, or a related field. Or three to five years of related experience and/or training in CNC machine maintenance and electrical.

Computer Skills

To perform this job successfully, an individual should have knowledge of some of the following: Machine control software; CNC control software; MS Office (Excel, PowerPoint, Word).

Other Skills and Abilities

Excellent written & oral communication skills are required.

High level of professionalism.

Ability to work independently.

Experience in the Optics field a plus (not required).

Travel – Approximately 50% travel is currently required to perform the essential function of this position.Most of travel will be domestic through the United States to customers to install, troubleshoot and repair equipment at the customer locations. Some international travel to assist the International Customer Service Engineers may be required.

When not traveling the Customer Service Engineer will work out of the Rochester, NY office.

The target salary for this position is $62,000-$98,000 per year.