Customer Service Engineer I

For over 130 years, Mitsubishi Heavy Industries (MHI) Group’s innovative and integrated solutions have demonstrated our commitment to creating a positive social impact around the globe. Our range of products and services are tailored to meet our customers’ evolving needs across the commercial aviation, energy, transportation and infrastructure, machinery, defense and space systems sectors.

Mitsubishi Heavy Industries America, Inc. (MHIA), headquartered in Houston, Texas, serves as MHI’s North American headquarters. Since 1979, MHIA has supported customers in various sectors, including energy, industrial machinery, data centers, engineering, transportation and aviation.

We invite you to explore this exciting opportunity and discover how your experience and expertise can contribute to our team, our continued success, and our MISSION NET ZERO commitment.

Mitsubishi Heavy Industries America, Inc. (MHIA) is looking for a Customer Service Engineer I to join our team at our Las Vegas, NV location. 

SCOPE:

The Customer Service Engineer focuses on planning and coordinating resources supporting the installment and repairs of new and existing equipment for MHIA’s Corrugating Machinery Division (CMD). This role researches and applies technical and engineering knowledge to resolve complex customer’s equipment issues, provides support to Field Service Engineering team and contributes to the Customer Service Departmental goals and financial targets.

ESSENTIAL FUNCTIONS:

• Project manage installations, rebuilds and retrofits at customer sites. Arrange shipment of required tools, inspect return tooling, and restock as necessary.
• Provide technical support to Customers and Field Service personnel. Assist in diagnosing problems, recommend solutions, and identify parts in need of replacement.
• Conduct root cause analysis, conduct research, review drawings, document accordingly, and provide recommendations.
• Evaluate service and repair requirements and provide quotations to Field Service personnel labor hours.
• Support Field Service personnel; respond to requests for documentation, guidance, equipment, and outside contractors. Recommend course of action and specific resources based on circumstances.
• Request and follow through warranty orders. Accurately determine the parts, equipment, and manpower to implement the warranty resolution. Expedite purchase of parts with Parts Department, Engineering, and vendors. Complete the warranty process, documentation, and remaining tasks.
• Review Field Service reports including supporting description for accuracy prior to customer report submission.
• Participating in customer exit meetings to ensure proper resolution of open items.
• Develop parts lists for quotations based on Service Reports and Customer Requests.
• Follow up on calls which may require research and obtain information from other groups within the company.
• Support parts department to identify requested customer part(s). Review established lists for completeness and make recommendations where applicable.
• Assess Field Service Personnel technical skillset and identify training opportunities.
• Perform after hours call support based on Customer Service Team assignment.
• Complete fieldwork as needed to support the customer and enhance knowledge of machine systems. Complete site reports, develop training, and troubleshooting resources.
• Other related duties as assigned by management.

MINIMUM QUALIFICATIONS:

• Education Requirement: Bachelor’s degree from an accredited college or university in Mechanical, Electrical Engineering or related field.
• Experience: At least one year of related experience (including internships and academic projects).

SKILLS/COMPETENCIES/TRAINING/CERTIFICATIONS:

• • Ability to read and interpret mechanical and electrical drawings with a good understanding of geometric dimensioning and tolerancing.
  • Foundational understanding of mechanical, electrical, hydraulic, and pneumatic systems.
  • Excellent communication skills. Ability to communicate effectively at all levels .
  • Technical communication skills; able to bridge the gap between desired business outcomes and technical requirements.
  • Ability to demonstrate logical reasoning, decision making, and attention to detail required.
  • Ability to multi-task, execute cross-functional activities, and drive projects to completion, on time.
  • Proficient using Microsoft Word, Excel, and Outlook.
  • Strong desire to learn from a wide range of resources and to expand one’s own capabilities.

WORKING CONDITIONS:

• Travel: 10% or less
• Weekend/late night work when applicable: Intermittent weekend/night work activity during On-Call rotation.
• Lifting/physical requirements: Regularly required to sit for long period, stand, walk, talk and/or hear.
• Frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds.

Why Should You Apply?

• Medical, Dental, Vision, and Behavioral Health Benefits
• Competitive 401(k) Matching Program
• Company-Paid Life Insurance, Short-Term Disability, and Long-Term Disability Coverage
• Paid Vacation, Sick Time, and 15 Paid Holidays
• Learning and Development Opportunities, Including Tuition Reimbursement
• Opportunities to Support Quality, Innovative Solutions that Contribute to a Net Zero Future.

Equal Employment Opportunity

Mitsubishi Heavy Industries America, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other status protected by applicable law.

E-Verify

Mitsubishi Heavy Industries America, Inc. participates in E-Verify to confirm the employment eligibility of newly hired employees.

Agency Notice:
MHIA does not accept unsolicited resumes from staffing agencies or search firms. MHIA Talent Acquisition must authorize all agency engagements and candidate submissions in advance.  Unless otherwise agreed in writing with MHIA, staffing agencies or search firms that attempt to engage potential candidates based on this posting, or that contact MHIA hiring managers directly regarding candidates or recruiting services, will forfeit any commissions and may be subject to termination of contract.

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