Senior Field Service Engineer - Remote

Our client, a leader in industrial automation and equipment, is seeking a highly skilled and experienced Senior Field Service Engineer to join their entirely remote technical support team. This position is critical for providing expert-level remote diagnostics, troubleshooting, and technical guidance to customers experiencing issues with our advanced machinery and systems. You will be the primary point of contact for complex technical challenges, requiring a deep understanding of mechanical, electrical, and software components. As this is a remote-first role, seamless communication, documentation, and remote collaboration tools are essential for success.

Responsibilities:

• Provide advanced remote technical support for a range of industrial equipment, including complex machinery and integrated systems.
• Diagnose and troubleshoot hardware and software issues through remote access tools and detailed customer interaction.
• Guide customers through repair, maintenance, and operational procedures via phone, video conferencing, and detailed written instructions.
• Analyze performance data and system logs to identify root causes of technical problems.
• Develop and document comprehensive troubleshooting guides, technical bulletins, and knowledge base articles.
• Collaborate with engineering and product development teams to provide feedback on product performance and potential improvements.
• Train customer personnel on the proper operation and maintenance of equipment.
• Manage and prioritize incoming support requests, ensuring timely resolution and high customer satisfaction.
• Maintain accurate records of all service requests, resolutions, and customer interactions within the CRM system.
• Stay current with product updates, new technologies, and industry best practices in field service and support.

Qualifications:

• Associate's or Bachelor's degree in Mechanical Engineering, Electrical Engineering, or a related technical field.
• Minimum of 7 years of experience in field service, technical support, or maintenance engineering, with a strong emphasis on remote support.
• Extensive knowledge of industrial automation systems, PLCs, robotics, and associated software.
• Proficiency in using remote diagnostic tools, simulation software, and CRM platforms.
• Exceptional problem-solving and analytical skills, with a methodical approach to troubleshooting.
• Outstanding communication and interpersonal skills, with the ability to explain complex technical concepts clearly and concisely to a non-technical audience.
• Proven ability to work independently and effectively manage workload in a remote environment.
• Strong documentation skills for creating technical guides and reports.
• Experience in the manufacturing or heavy industry sector is highly desirable.

This is a unique opportunity to leverage your technical expertise from a remote location while supporting critical industrial operations. Join our dedicated team supporting clients in and around Atlanta, Georgia, US .