Tech Support Engineer

Yaskawa America, Inc. is hiring a Tech Support Engineer to deliver high-quality telephone support and hands-on technical assistance for aftermarket services and related projects. Based at Yaskawa headquarters in Waukegan, IL, this onsite role combines customer interaction, troubleshooting, documentation, and training support to help keep service teams and customers moving forward.

Role Overview

You will provide fast, efficient phone support for aftermarket services, troubleshoot technical issues, and complete service work promptly, safely, and effectively to meet customer satisfaction targets. The position also includes ongoing learning to maintain certification and stay current with product updates, plus reporting and data entry through internal systems.

Responsibilities

• Provide customers with fast and efficient telephone support for all aftermarket services.
• Complete training as a Certified Specialist by meeting requirements set by the training department and the department manager.
• Maintain certification by staying current with product changes.
• Improve personal technical and business skills by attending in-house and third-party training to service both current and non-current Yaskawa products.
• Perform service work promptly, safely, and effectively, measured by time to repair, number of disputes, and customer feedback.
• Travel as directed by customer needs on assigned field service calls.
• Be available for 24-hour on-call duty on a rotational schedule.
• Submit timely, accurate, and legible reports for service work performed, including expense, time allocation, warranty failures, training, or other required reports.
• Input incoming call information into the business database and CRM.
• Under supervision, quote field installable upgrades, replacement parts, and spare parts.
• Support customers with appropriate migration paths and phone support as new products and retrofit kits are introduced.
• Assist with training and mentoring newly hired service engineers as directed.
• Interface with YAI customers, partners, ASC’s, OEMs, authorized 3rd party service providers, and market channels; recommend program or process changes to management that can increase customer satisfaction.
• Attend industrial trade association shows and events related to the position or the company.
• Collect and contribute data for the Customer Satisfaction report relating to 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.

Requirements

• BSEE or BSET preferred, or equivalent technical training, or equivalent work experience.
• 1-year experience in technical customer interaction with variable frequency drives, general motion controllers, servos, CNC’s, PLC’s, robotics, or similar industrial controls.
• Understanding of basic applications knowledge for variable frequency drives, general motion controllers, servos, CNC’s, PLC’s, robotics, or similar industrial controls.
• Detailed working knowledge of electronic test equipment, including dual trace storage oscilloscopes, line power analyzers, digital multimeters, and the ability to diagnose electronic circuits.
• Valid driver’s license and ability to qualify for a U.S. passport.
• Computer literate, proficient with IBM PC software (word processing, graphics, spreadsheets, etc.) and good typing skills.
• Excellent verbal and written communication skills.

Technologies

• CRM
• IBM PC
• Dual trace storage oscilloscopes
• Line power analyzers
• Digital multimeters

Compensation and Benefits

The salary range for this onsite Waukegan, IL position is USD 78,000 - 120,900 per year. Benefits include a generous 401(K) plan, profit sharing, and a corporate wide bonus plan, along with an educational assistance program offering up to $10,000 a year for graduate courses.