Field Service Engineer

About the position

The Field Service Engineer (FSE) acts as a customer-facing representative for Trust Automation, serving as the main ambassador and liaison for both external and internal customer service interactions. This role requires managing customer expectations and concerns, ensuring product quality, and providing robust support to sustain Trust Automation's reputation for cutting-edge solutions. The FSE will work closely with Sales, Engineering, and Product Sustainment Teams, directly engaging with clients to troubleshoot, repair, and commission systems in the field. Responsibilities include managing field repair schedules, maintaining detailed service records, and collaborating with engineering for root cause analysis and quality improvements. The FSE will also play a critical role in supporting BETA testing, performing upgrades, and interfacing at trade shows to promote Trust Automation's product line. Additionally, the FSE will contribute to new product development by offering on-site support for emerging products and opportunities as assigned. This position requires eligibility for a military security clearance.

Responsibilities

• Responsible for troubleshooting and service of field deployed Trust Automation components and systems
• Gaining thorough familiarity with the design, construction, testing and operation of various motion control systems
• Direct customer contact and ability to manage customer expectations and concerns
• Maximize uptime of field deployed systems by timely troubleshooting and maintenance/repair
• Formal reporting of findings to Engineering, Manufacturing Engineering and Quality
• Heavy travel, often on short notice
• Work with customers and engineers to assess equipment needs and determine system requirements
• Collaborate with sales teams to understand customer requirements and provide sales support
• Prepare and deliver presentations demonstrating the product or system technical aspects
• Technical support and troubleshooting while supporting customer service and sales teams
• Assist marketing group developing new technical data sheets and manuals
• Attend trade shows
• Complete other tasks related to sales and marketing, such as market research and new product development
• Develop ERP skills to support customer service
• Support customer service team in technical areas for new product sales and RMA transactions
• Qualify RMA transactions and communicate with the customer to identify problems
• Interact with the RMA team, Quality, Mfg. Engineering and R&D teams to resolve issues
• Other duties as assigned

Requirements

• Bachelor's degree in an Engineering or related field, OR Associate's degree with 5+ years of relevant experience
• General sales techniques
• Strong interpersonal skills for building relationships with clients
• Ability to listen to the customer's requests and concerns, and recommend solutions
• Ability to read and understand engineering drawings/specifications
• Ability to write reports and business correspondence, create data sheets, technical documentation and website content
• Excellent customer service mindset and superb communication skills
• Ability to travel 50% to 75% often on short notice
• Must have a valid CA driver's license