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Technical Support Engineer in Novi, MI at Andritz

Date Posted: 12/25/2018

Job Snapshot

  • Employee Type:
  • Location:
    Novi, MI
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

We are currently seeking a technical support engineer to join our growing technical service team in North America.

The Technical Support Engineer will engage in technical support activities from quote creation, training, data analysis to delivery of the service requested by customers.

Key Responsibilities:

The following key areas of responsibility describe the main elements of this role that is expected to perform in the normal course of your duties:

  1. Service, test, support and repair of optical, electrical, electronic and mechanical systems in high power lasers internally to Andritz Powerlase and at various geographical locations.
  2. Provide support to customers with initial laser installation, planned preventative maintenance (PPM), trouble shooting and other customer service activities.
  3. Perform predictive maintenance analysis of equipment installed in the field to improve Andritz Powerlase’s service offering and to suggest service interventions to the customers based on this analysis.
  4. Respond to service related queries and technical requests of existing and potential customers.
  5. Write up detailed service reports on immediate return from service visits and distribute as required.
  6. Generate Trouble Failure Report (TFR) or participate in TFR updates.
  7. Generate Corrective Action Report (CAR) whenever an action is required to prevent future recurring failure events.
  8. Generate quotations for spare parts and service activities.
  9. Generate Return Material Authorization (RMA) forms and issue to customers.
  10. Generate and update service manual when it is needed.
  11. Generate and update the knowledge base and fault-finding process of each critical components of the laser system.
  12. Manage and accurately maintain the service, RMA and quotation logs.
  13. Report as required to Technical Service Manager on technical service activities.
  14. Work with limited supervision and be responsible for testing, troubleshooting and characterization of high power diode pumped laser equipment and/or sub-assemblies consisting of optical, electronic, mechanical, vacuum, fluid flow, and/or pneumatic sub-systems.
  15. Work from highly complex test procedures, electro/mechanical schematics, written and/or verbal descriptions, and layouts to perform testing, characterization, and troubleshooting functions.
  16. Provide and/or assist with on-site and off-site customer training.

Job Requirements


  1. High degree of competence in optical and/or electrical and electronic systems, and experience in an industrial development environment.
  2. Willing to travel extensively worldwide – occasionally for long periods – in order to meet the needs of our customers.
  3. Knowledge of safe working practices in laser/ electronics manufacturing environment.
  4. Ability to learn quickly and establish a high degree of knowledge and expertise in your particular field.
  5. Ability to effectively use hand tools, meters, scopes, and other pertinent specialized equipment.
  6. Work in a methodical and organized approach, coupled with an eye for detail and the ability to identify and investigate areas of inaccuracy or error, and the tenacity to see problems through to their resolution.
  7. Commit to achieving targets and timescales, despite setbacks, obstacles and other compromised situations.
  8. Excellent inter-personal, communication and presentation skills useable in written, telephone and face-to-face situations, particularly with those whose first language is not English.
  9. The ability to gain and maintain the confidence, trust and acceptance from all people, including customers and colleagues.
  10. The ability to operate efficiently under pressure in a demanding customer environment.
  11. The ability to apply an appropriate level of professionalism and discretion when dealing with sensitive issues.

Candidates with previous experiences in optical and laser industries and/ or have basic knowledge of the principle and alignment of lasers and optics are highly desirable.