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Technical Services Engineer in Duluth, Georgia at Koh Young America, Inc.

NewJob Function: Engineering
Koh Young America, Inc.
Duluth, Georgia, 30096, United States
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Job Description

Technical Services Engineer

Job Title: Technical Services Engineer

Job Type: Full-time

Location: Duluth, GA

Summary

The Applications Engineer will provide exceptional help desk customer service in the support of
installation, servicing, and maintenance of Koh Young machines and related systems and peripherals.
They will provide professional guidance for customers and colleagues on the operation, maintenance,
and programming of domestic and international machines and systems. Providing professional technical
support, both remotely and on-site, when needed.

Responsibility

  • Act as the primary contact for technical inquiries from customers, Field Service Engineers, and
    distributors, using the Helpdesk system, email, and phone to solve issues.
  • Analyze and resolve equipment, system, and process problems in a timely manner to ensure
    customer satisfaction and keep detailed records of all actions.
  • Collaborate with headquarters and other departments to solve complex technical issues and
    escalate urgent problems to management when necessary.
  • Train customers and colleagues on how to operate, maintain, and program Koh Young machines
    and share best practices.
  • Perform preventive maintenance, audits, and onsite visits for equipment installation and technical
    support as needed.
  • Repair, upgrade, and retrofit machines using hardware components, spare parts, and software
    solutions.
  • Provide support for network and software installations and analyze system data to maintain high
    service quality.
  • Recommend and oversee improvements in machine operation and processes to achieve the best
    performance.
  • Create and update FAQ documents and provide technical resources and advice to help field
    engineers solve problems.
  • Provide feedback on Helpdesk workflows and suggest new ideas to improve work efficiency.
  • Build strong relationships with customers and distributors to improve communication and
    maximize business results for Koh Young America.
  • Work with related teams to complete projects and perform other assigned duties, including
    domestic and international travel.
  • Travel for business when necessary to support or act on behalf of Field Service Engineers for
    onsite tasks and training.

Skills and Qualifications

  • Bachelor’s Degree in a technical discipline, or relevant associate degree, or equivalent studies in
    vocational or military training.
  • Knowledge of electronics manufacturing, robotics, PCB assembly, and/or AI; 2-4 years of experience
    desired.
  • Excellent oral and written communication, interpersonal, and problem-solving skills.
  • Strong computer, software, and networking skills; strong mechanical aptitude.
  • 2D/3D AOI and 3D SPI programming, operation, and maintenance experience, preferred.
  • Proficiency in operating systems including Windows 10/11, Windows Server (Linux preferred).
  • Experience with relational databases such as MSSQL, MS Access, preferred.
  • Understanding of SPC(Statistical Process Control) and its application in manufacturing environments.
  • Understanding of electrical drawing and electronic control components.
  • Proficient in Microsoft Excel, including Pivot Tables, as well as document and presentation tools
    such as Word and PowerPoint, preferred
  • Be available to travel domestically and internationally (valid U.S. or Canadian Passport, required).
  • Able to work effectively and independently with minimal supervision.
  • Ability to readily understand and interpret detailed documents, drawings, and specifications.
  • Must be able to communicate clearly in giving effective presentations.
  • Must be able to communicate clearly and effectively with colleagues and customers.
  • Proactive, with good organizational, administrative, project management, and teamwork skills;
    detail-oriented.
  • Able to work under pressure and time constraints; handle challenging and unexpected situations in
    the field.
  • A proactive and solution-oriented mindset with a willingness to go beyond manuals and take
    initiative in resolving new or challenging technical issues.

Benefits

  • Health/Dental/Vision/Life Insurance at no employee premium (including dependent coverage)
  • 401K retirement plan with 5% matching
  • Generous PTO and paid holidays

Job Location

Duluth, Georgia, 30096, United States

Frequently asked questions about this position

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