Tech Support Engineer

Position Overview

Yaskawa America, Inc. Drives & Motion Division is a global leader in variable speed drives, motion controls and robotics. We hire people who value a positive work culture, want to be part of a winning team, and have a desire to learn and grow. Yaskawa’s culture of continuous improvement values individuals looking for opportunities to stretch their talents to the next level and beyond.

This role provides troubleshooting phone support, field service engineering, and technical assistance covering installation, start-up, maintenance, repair, training, parts support, and project assistance for a range of internal and external customers. Based at Yaskawa’s headquarters facility in Waukegan, IL, the Technical Support Engineer delivers high-quality phone support and technical expertise.

Key Responsibilities

• Provide customers with fast and efficient telephone support for all aftermarket services.
• Complete training to become a "Certified Specialist" and maintain current certification through ongoing product updates.
• Continuously improve technical and business skills through in-house and third party training.
• Perform service work promptly, safely, and effectively to ensure customer satisfaction.
• Travel as required for field service calls and be available for 24-hour on-call duty on a rotational schedule.
• Provide timely, accurate, and legible reports on all service work, including expense and time allocation reports.
• Input incoming call information into the business database and CRM.
• Under supervision, quote field-installable upgrades, replacement parts, and spare parts.
• Offer phone support for new products and retrofit kits to guide customer migration paths.
• Assist in the training and mentoring of newly hired service engineers.
• Interface with customers, partners, and service providers to recommend improvements to programs and procedures.
• Attend industrial trade association shows and events relevant to the position or company.
• Collect and contribute data for the Customer Satisfaction report regarding product quality issues.
• Utilize and maintain technical documentation and customer data in a central filing system.
• Author technical FAQs for Yaskawa’s knowledge management system.

Required Qualifications

• BSEE or BSET preferred, or equivalent technical training and work experience.
• At least one year of experience in technical customer interaction with variable frequency drives, general motion controllers, servos, CNCs, PLCs, robotics, solar, or similar industrial controls.
• Strong understanding of basic applications pertaining to the above-mentioned industrial controls.
• Detailed working knowledge of electronic test equipment such as dual trace storage oscilloscopes, line power analyzers, digital multimeters, and the ability to diagnose electronic circuits.
• Valid driver's license and the ability to qualify for a U.S. passport.
• Proficiency with IBM PC, word processing, graphics, spreadsheets, and strong typing skills.
• Excellent verbal and written communication skills.

Benefits & Perks

• Career opportunities in diverse areas.
• Highly competitive benefit package including a generous 401(K) plan, profit sharing, a corporate-wide bonus plan, and an educational assistance program offering up to $10,000 a year for graduate courses.