Job Description

This is a field role: the work happens at customer and job sites across the U.S., and you can live anywhere in the country. Travel varies by assignment; the details are shared for each project. Specialized knowledge in ECM or Gear Cutting technologies is preferred.

Why join EMAG?

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.

Position Summary

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

(Included but not be limited to the following)

• 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 **

• 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

(Included but not be limited to following)

• 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

Physical/Mental/Environmental Demands

The characteristics described below are representative of those encountered while performing the essential functions of this position. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

• While performing duties of this job, would occasionally be required to stand, walk, sit, reach with hands and arms, climb or balance, stoop or kneel, talk and hear, and use fingers and hands to feel objects, tools or controls
• Must occasionally lift and/or move up to 40 pounds and frequently up to 25 pounds
• Specific vision abilities required include close vision, distance vision, depth perceptions, and the ability to adjust focus
• Overtime may be necessary as work load’s dictate. This may include weekdays, weekends and/or holidays
• Job will generally be performed in a manufacturing plant environment, but may require travel to and visit a customer office, production facility or job site. Conditions will vary at each location, but the conditions listed above will generally appl
• May be assigned to work at a customer office, facility or site for an extended period of time. Conditions will vary at each location, but the conditions listed above will generally apply