Job Title: Remote Service Engineer

Job Description

As a Remote Service Engineer, you will be responsible for remotely assisting customers with issues related to in-service tire machines. This role is primarily office-based in Stow, Ohio, with hybrid flexibility. You will be tasked with providing quick, reliable solutions to customer problems and preventing future occurrences.

Responsibilities

• Answer phone calls or emails from customers and coworkers to find quick and reliable solutions to their problems.
• Visit customers if remote service fails and support preventive maintenance if requested.
• Capture and analyze issues and solutions, or questions and answers, to assist with future problem-solving.
• Remotely analyze equipment data to assess current issues and overall equipment effectiveness.
• Provide 24/7 helpline support, frequently being available outside office hours for first and second-line support (up to a maximum of two weeks per month).
• Set up advanced communication systems, such as using Google Glasses, to support customers and coworkers remotely.
• Work in shifts to cover 24/7 support.
• Actively participate in creating a customer database within the asset management software.
• Train customers either in-office or at their location.
• Assist with machine installations and startups (rarely).

Essential Skills

• Proficiency in automation and troubleshooting.
• Experience in PLC programming.
• Ability to execute remote support effectively.
• Knowledge of industrial automation (Allen Bradley / Siemens / Beckhoff).
• Good communication skills.
• Ability to download, troubleshoot, or execute adjustments in PLC programs.
• Experience with PCs, servers, and SQL.
• Thorough reporting skills.

Additional Skills & Qualifications

• Bachelor's degree in Electrical Engineering, Industrial Automation, Control Engineering, or a related field.
• Fluent in English, both spoken and written.
• Willingness to be available when needed by customers or internal staff.
• Willingness to travel if required.

Work Environment

This position is primarily based in an office environment in Stow, Ohio, with hybrid work flexibility. The role involves working in shifts to ensure 24/7 support coverage, requiring occasional availability outside standard office hours.