Customer Service Engineer II

Our solutions are a key part of most industries - electronics, medical research, renewable energy, food production, infrastructure and many more. Working with us means working with the latest technologies and groundbreaking, sustainable innovations.

Join us on our journey for a better tomorrow.

Your Role

Customer Service Engineer II

This position is a front-line service representative of Montana Instruments providing excellent customer service and possessing extensive product and industry knowledge. Customer Service Engineers ensure customers receive top care and support even traveling extensively to provide that support when needed.

Essential Duties and Responsibilities

• Support released products and parts in a timely manner

• Works across company departments to communicate needs, clear project roadblocks, accomplish tasks, and align work with company priorities

• Participate in technical design reviews

• Troubleshoot, diagnose, and resolve customer problems via phone and email

• Track and follow up with customers to ensure issues are resolved

• Travel to customer sites to perform installation, user training, maintenance, and resolve problems (up to 50% of worked time)

• Perform remote installations

• Prepare service trip reports, document issues, and pass on relevant information to team

• Issue return authorizations, work with sales, production, and shipping/receiving to ensure service work is completed in a timely manner and customer systems are returned and invoiced appropriately

• Identify systemic customer issues and work toward root cause analysis and corrective actions

• Review product manuals for accuracy and assist in the development of product and service manuals

• Manage international distribution service networks- run training events when necessary; provide technical service bulletin updates as needed

• UP TO 50% INTERNATIONAL AND DOMESTIC TRAVEL

To succeed, you will need

• 3-5 years relevant work experience

• Bachelor's degree in mechanical, electrical, or software engineering or related technical discipline

• Able and willing to travel up to 50% of the time

Competencies or Knowledge, Skills, and Abilities

• Able to prioritize several concurrent projects and multitask effectively

• Understanding of engineering concepts and vocabulary

• Able to communicate technical concepts clearly

• Strong problem solving and analytical skills

• Proficient with MS Office Suite

• Experience with ERP systems and an understanding of engineering and manufacturing interface with these systems

• Strong troubleshooting skills

City

Bozeman, MT

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