Senior Support Engineer

The Senior Support Engineer is responsible for technical support for Elnik’s customers and their equipment by means of remote troubleshooting and problem solving. The successful candidate will utilize ticket software programs to manage open customer issues and aim to successfully close tickets as fast as possible. This role will also require performing updates to customer equipment based on firmware, software and program improvements the Company makes over time. The successful candidate will collaborate with Engineering, Checkout, and Manufacturing as necessary to provide cost effective solutions that safely and efficiently resolve customer issues. The successful candidate will have a strong bias for action, will demonstrate urgency in all activities, is customer focused, organized, detail oriented, is an effective collaborator and an effective communicator.· Troubleshoots, diagnoses, and repairs new and existing furnaces via phone, virtual and/or customer visits where applicable.

· Records and maintains logs of customer equipment repairs, changes, upgrades, etc. and provides to the Field Service Manager for future reference.

· Ensures customer returned components are returned to inventory in new and serviceable condition, where applicable.

· Assists in developing and maintaining Customer Training SOP’s for new equipment installations.

· Assists in developing and maintaining Installation, Operation and Maintenance SOP’s and IOM Manuals.

· Assists the Field Service Manager in preparing quotes for repair or rebuilding of furnace components or sub-assemblies.

· Contributes as may be requested in all aspects of the business to ensure strategic and tactical business goals and objectives are met.

· May need to do in house calibration, testing or repairs on Equipment components when applicable.

· May be called on to assist in establishing and maintaining written SOP’s for all testing and check out of all systems and sub-assemblies.

· May be called on to work with Engineering and the Field Service Manager in the development of HMI and PLC software programs.

QUALIFICATIONS

· 5 to 10 years minimum experience in customer technical service, preferably on industrial process equipment.

· Experienced in troubleshooting and repairing electro-mechanical equipment.

· Trade School, Technical Degree or Associates Degree a plus.