Description:

• Oversee RTF (Return to Factory) Repairs Process

• Point of Contact

• Customer Communication / Interface

• Engineer and Technician Communication

• Quoting and Warranty Details

• Time and materials quoting

• STREP (fixed pricing)

• Parts ordering for repairs.

• Define/ streamline repair process.

• Identify gaps and address issues in the repair process with production engineers.

• Work with production engineers with root causing an

• PL45 PLC (Product Life Cycle) Support Engineer

• Write / Review WPSP (Whole Product Support Plan)

• Work with R&D and production engineers to understand NPIs (new product introductions)

• Define and understand risks involved for the Support Life Cycle [ LSR, FPR, SHP, DIS, SUP].

• Identify the following for NPIs:

• Repairable or replacement required.

• Parts required in service.

• Equipment required in service.

• Repair process outline

• Legacy product risks/ issues

• MLC Support Engineer

• MLC service training and support

• Oversee RTF (Return to Factory) Repairs Process to help aid Support Engineer

• Aid and oversee returned repair units from incoming phase, repair phase, and outgoing phase

• Ensure incoming units are moved to respective location/ personal.

• Communication with production engineers and technicians on the following:

• Status updates on current repairs

• Assist in providing repair instructions to technicians.

• Work with planning team for proper repair documentation

• Verify outgoing units are packaged and shipped on time

• Oversee AOM repair process.

• Quoting AOM repairs

• Ordering parts/ material

• Monitor TAT (turnaround time) and completion.

• Help streamline repair process.

• Identify gaps/ issues and bring to engineering/ management attention.

• MLC Support

• Final Quality inspection

• Quality checks on internal/ external MLC production and repair units

• Follow up on MLC repair updates.

Requirements:

• Associate degree or equivalent education in Mechanical, Optical, Lasers, Industrial Engineering. 5 years related experience is preferred.

• Proficient in Microsoft Office suite of tools and standard engineering practices.

• Experience as customer support representative is desired.

• Proven ability to manage multiple responsibilities simultaneously and solve complex problems independently.

• Technical background and ability to comprehend what the products are.

• Salesforce experience preferred.