Product Service Engineer

Job DescriptionJob Description

Summary

As a direct report to the Service Operations Manager, the Product Service Engineer is a key member of the Product service and Customer Support Teams. The role provides technical support to in-house repair teams, collaborates with global service engineering teams to implement new products service tools and procedures, and helps to design, develop and improve service processes.

Qualified person shall be able to identify and resolve technical issues with product(s) serviceability and design for service, determine root cause and influence new product designs by providing feedback to product design teams. This is a hybrid position that requires the technical acumen to repair a product and knowledge of the principles and practices of engineering. This position requires sharp critical thinking and problem-solving skills, the ability to communicate clearly and effectively to both technical and non-technical individuals, and the ability to work both independently and within a team.

Qualified individual must have experience with tooling for electrical and mechanical parts (HVAC ), possess and rely upon mechanical, electrical and electronics aptitude, must have good analytic skills, able to perform in a complex environment and is passionate about supporting team goals.

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

• Provide guidance and technical support to service teams to troubleshoot and direct repair activities.
• Liaise with administrative staff regarding products’ service tool and process development needs and status.
• Provide internal and external onsite technical support, troubleshooting and fault diagnosis on SHI Cryogenics manufactured product.
  1. Ensure technical assistance is provided efficiently and effectively within established timeframes
  2. Perform advanced troubleshooting to determine root cause
  3. Determine and report systemic failure information on products
  4. Provide technical expertise, critical thinking, and problem solving for special projects
  5. Troubleshoot problems with equipment and product for in-house Service Technicians
• Ensure that the serviced product are compliant to specification, meeting all requirements as stated in the operational procedures by ensuring robust service and test procedures
• Prepare product specifications, standard service procedures, service manuals, and validation reports.
• Prepare project plans, including timelines, budgetary estimates, or capital spending requests for new products/projects
• Write documents describing protocols, policies, standards for use, maintenance, and repair of Sumitomo equipment. Review existing processes to identify opportunities for simplification, yield improvement and reduced process variability. Lead studies to examine or recommend changes in process sequences or operation protocols.
• Identify tooling requirements; design, develop and maintain tooling for in-house Service technicians.
• Create a Service Training Strategy. Design, develop and conduct training to Service Technicians and SCAI internal personnel on proper use of equipment.
• Collaborate with global service teams
• Prepare technical reports, data summary documents for service data trends and document service design history. Design or conduct follow-up experimentation, based on generated data, to meet established objectives.
• Accept and complete any special projects/assignments that are not principal duties of this position, but are in line with goal and objectives of the department and/or company.
• Present a positive impression of the company by professional communications with other employees, customer and vendors.
• Understand and uphold safety & security procedures for both the workplace and products

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education

• Associate degree with technical acumen and hands-on experience providing technical support for complex electrical/mechanical products. Bachelor’s degree .

Experience

• Demonstrated experience using test equipment to troubleshoot mechanical, thermal and electrical issues
• Strong technical acumen to support design, maintenance and repair of devices is required. Experience with cryogenic products (e.g. Coldheads, Helium based compressors, and/or Cryopumps)
• Demonstrated ability to read and understand electronic/electrical schematics, technical specifications and requirements
• Demonstrated ability to read and understand mechanical drawings, technical specifications and requirements
• Ability to braze copper tube, replace circuit boards and other parts, etc. in the various mentioned products
• Knowledge of the principles and practices of engineering and ability to apply principles to tools and fixtures design.
• Knowledge and experience with tooling for electrical and mechanical parts, dimensional and functional accuracy of part drawings, product specifications, and tool diagrams.
• Strong Proficiency with Microsoft Word, Excel, and Outlook. Ability to learn new business software packages and programs as needed is required.
• Cryogenic service experience is a plus.

Required Qualifications/Competencies

• Mechanical aptitude and strong analytic skills.
• Problem Solving/Decision Making skills: logical approach and act despite obstacles or ambiguity.
• Demonstrated ability to work in a fast-paced work environment with a strong sense of urgency. Strong organizational and time management skills.
• Agile. Ability to learn quickly and to find solutions for day-to-day problems; demonstrated experience finding resolution through ambiguity. Must be able to consistently demonstrate strong critical thinking and analytical thinking skills.
• Strong Communication Skills (including active listening). Demonstrated ability to communicate clearly and effectively with technical and non-technical individuals, effectively present information and respond to questions to/from groups of managers, clients, customers, and the general public. Must be able to consistently demonstrate strong written and verbal communication and active listening skills on a consistent basis.
• Demonstrated ability to efficiently and effectively work both independently and with a team; able to independently prioritize and manage multiple tasks at once while consistently being attentive to details. Must be able to consistently demonstrate strong interpersonal skills and be self-directed.
• Excellent problem-solving and project management/planning skills. Must be consistently able to understand the full scope of issues; set objectives and meet deadlines routinely.
• Team Player. Ability to work with others at all levels, inside and outside of SCAI.
• Proven ability to influence and maintain positive working relationships.
• Must be a proactive self-starter, dependable, customer centric professional and possess high level of self-motivation, energy and resourcefulness.
• Trustworthy with confidential information and matters. Excellent moral and ethical standards.
• Working knowledge of logistics and inventory software; experience with Epicor is a plus.
• Ability to pass a personal background check and/or clearance at time of hire and as required by Customers is required.
• Must be legally authorized to work in the United States.

Supervisory Responsibility

This is a mid-level individual contributor role with no supervisory responsibilities.

Travel

Varies. The willingness and ability to travel domestically and/or internationally up to 20% of the time (Note that 10% represents the maximum travel amount. Typically requires 0% travel.)

Physical Demands

The physical demands described below are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Occasionally: 0 – 33% of the time (1 – 100 repetitions or 0 – 2.60 hours)

Frequently: 33 – 66% of the time (100 – 500 repetitions or 2.61 hours – 5.30 hours)

Constantly: 66 – 100% of the time (500 + repetitions or 5.31 hours – 8 hours)

• Position constantly requires the ability to sit, stand and walk, talk, hear and actively listen; use of hands and finger to handle, feel, grasp; and ability to manipulate small objects.

• Position frequently requires the ability to lift and/or carry items (1-25 lbs.); reach with hands and arms; manual dexterity.

• Position occasionally requires bending/squatting, the ability to carry and lift items of varying weights (25- 50 lbs.)

• Normal range of hearing and vision required.

Work Environment

This is primarily an office based job. While performing the duties of this job, the employee is exposed to machinery, moving mechanical parts and vibration. The noise level in parts of the work environment can be elevated. While performing the duties of this job, the employee is occasionally exposed to different gases and extreme temperatures (torch brazing).

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.