Job Description

**Why Join EMAG?

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We know that a company can only be as good as its employees. The EMAG Group offers employees ideal opportunities to hone their talents, take on challenging tasks, develop their specific interests and skills, and to undertake personalized development programs within an international company. Here at EMAG LLC, we also offer a rich benefits package, including a healthy 401k match and a $0 employee premium on our medical, dental and vision coverage plans.

**Please note that this postion will be primarily serving the North/South Carolina area.

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** Position Summary

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Plans and coordinates activities concerned with installing equipment, investigating and resolving customer reports of technical problems with equipment, and eliminating future operational or service difficulties by performing the following duties:

**Key Responsibilities/Essential Functions

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*(Included but not be limited to the following)

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• Installs new or modified equipment at customer facility to ensure full functionality according to specifications

• Reviews performance reports and documentation from customers and field representatives, and inspects malfunctioning or damaged product to determine nature and scope of problem

• Analyzes review and inspection findings to determine source of problem, and recommends repair, replacement, or other corrective action

• Coordinates problem resolution with engineering, customer service, and other personnel to expedite repairs

• Provides on-site technical assistance to help troubleshoot and repair equipment

• Maintains records of performance reports

• Analyzes reports of technical problems to determine trends affecting future design, production, service, and maintenance processes, and recommends modifications to eliminate future problems

• Develops service handbooks and bulletins based on field investigations, engineering changes, and overall knowledge of the product

• Develops and conducts training on the safe operations of the equipment and demonstrates skills to trainees, including both team members and customers

• Provides a communication link between the customer and the company to help ensure that effective service is provided to the customer

**Education/Experience

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• Associate’s degree (A.A.) or equivalent from 2-year college or technical school; and 3-5 years related experience and/or training with a machine tool company; or equivalent combination of education and experience

**Required Knowledge & Skills

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*(Included but not be limited to following)

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• Identifies and resolves problems in a timely manner
• Gathers and analyzes information skillfully and develops alternative solutions
• Works well in group problem solving situations
• Manages difficult or emotional customer situations with professionalism
• Responds promptly to customer needs
• Solicits customer feedback to improve service
• Thorough technical and mechanical knowledge of EMAG or similar products
• Basic knowledge of ISO 14001 and familiarity with ISO 9001
• Ensures and maintains safety and cleanliness of work area by performing housekeeping duties daily
• Represent EMAG in a professional manner when in the field with customers
• Maintains a professional appearance at all times
• Able to work long hours and overtime as needed
• Able to travel frequently via airplane or car, has reliable transportation

You should be proficient in:

• Industrial and Manufacturing Engineering
• Troubleshooting Skills
• CNC Machine Installation
• Industrial Robot Programming
• Electrical Installation
• Troubleshooting Industrial Automation Equipment
• Electrical / Electronic Systems
• Field Service Readiness

Machines & technologies you'll use:

• CNC Automation Solutions
• Power Tools