Service Engineer

MAAG Pump Systems, Automatik Plastics Machinery, Gala Industries, Reduction Engineering Scheer, Ettlinger, AMN and Witte – seven successful and well-experienced companies have joined forces to become the global partner for the polymer industry. As a manufacturer of gear pumps, pelletizing and filtration systems and also pulverizers we offer top-grade equipment for your demanding requirements – not only for polymer applications, but also for the chemical, petrochemical, pharmaceutical and food industries.

Objective

Service engineers support technical problems and requests filed by internal teams. The primary responsibility of this role is troubleshooting and resolving complex customer issues including, but not limited to, infield failures, engineering calculations, and ongoing problems for established products. 

Position Description - Tasks, Responsibilities, Competencies

• Lead the technical investigation and resolution of in-field failures that have been escalated past the field service technician.
• Design quick turn-around high-level solutions to customer problems
• Track infield failure and customer problem frequency/trends to identify product improvement opportunities
• Maintain communication with management about business-critical infield failures, customer problems, and efforts to resolve them
• Execute engineering calculations and design work to support customer requests from Service and Engineering teams
• Document and present improvement opportunities and collaborate with R&D Engineers.
• Create/develop engineering standards for manufacturing departments to improve overall product quality as it relates to customer requests and needs
• Participates in customer visits to support equipment installation, troubleshooting, and repair activities when necessary.
• Assist with training material and documentation for new and existing designs.
• Support the aftermarket team with customer questions and provide solutions.
• Coordinate with other groups such as engineering, assembly, and spare parts teams on customer requests.

The incumbent considers all interests of quality, accident prevention, and occupational safety as well as environmental safety in a preventive manner within his scope of responsibility and supports the avoidance of damages to people, facilities, assets, materials, and the environment actively.

The incumbent is obliged to perform tasks requested by management that relate to his position scope or arise from company needs. This job description reflects the current status and the right to make changes is reserved.

Work Environment

Work in this position is both in an office and a factory floor environment, either locally or at a customer site.  While performing the duties of this job in a factory setting, the employee may be exposed to fumes or airborne particles, moving mechanical parts, and vibration. The noise level in the work environment and job sites can be loud and PPE may be required.

Physical Requirements

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• While performing the duties of this job, the employee is regularly required to talk or hear. This position is very active and requires standing, walking, bending, kneeling, stooping, crouching, crawling, and climbing.  The employee must be able to lift items up to 50 pounds.
• The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Occasional prolonged sitting during international commercial air travel.

Education

Mandatory

• B.S. in Mechanical Engineering or equivalent from an ABET-accredited or equivalent program

Desirable

• Basic understanding of sheet metal and its properties and chemical makeup as well as forming, fabrication, and welding
• Training on logic circuits, electric motors, mechanical devices, metallurgy, and polymer science

Professional Experience

Mandatory

• >3 years of Solid Works experience
• Engineering Calculations: i.e. bearing Life (B10), Fatigue Failure (shafts and simple components)

Desirable

• Experience in plastic processing equipment is highly desirable
• 1-3 years of experience in  customer service or applications engineering role
• SAP Experience
• Laboratory/Testing experience.

Interpersonal Skills and behavioral competencies

Mandatory

• Excellent verbal and written communication skills
• Demonstrates ownership and entrepreneurial behavior
• Innovative mindset, always looking at improving our processes
• Highly organized and efficient in approaching tasks
• Independent self-starter with the ability to problem-solve to anticipate and avoid issues
• Strong team player, work ethic, and commitment to win
• Customer-focused with the ability to coach and mentor
• Time management: the ability to balance multiple projects and react to change quickly

Schedule

• Standard Workweek, non standard hours and overtime may be required at times to meet commitments.

Travel Frequency

• 10%

We consider several job-related, non-discriminatory factors when determining the pay rate for a position, including, but not limited to, the position’s responsibilities, a candidate’s work experience, a candidate’s education/training, the position’s location, and the key skills needed for the position.  Pay is one of the Total Rewards that we provide to compensate and recognize employees for their work.

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.