Customer Support Engineer

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Job Description

The Customer Support Engineer (CSE) is responsible for the delivery of Technical Support, Service Order Management and Sales Support to customers of Nidec Energy.

The Customer Support Engineer will provide remote support and when requested, on-site support, of standard and custom power conversion products and systems which include Low Voltage AC Variable Frequency and DC Drives, Inverters for Battery Energy Storage and EV charging, Medium Voltage Drives and Power Quality systems, PLC’s and HMI’s for both industrial and renewable energy applications.  The CSE utilizes technical expertise and advanced problem-solving abilities to support customers and Nidec employees who are reporting design, reliability and/or maintenance issues with Nidec’s installed base of equipment and systems.

The Customer Support Engineer manages customer and intracompany orders to ensure the delivery of products and services in accordance with the customer requirements, schedule, and internal budgets. Service Order Management focuses on Spare Parts, Repairs, Technical Support Contracts, Long-term Service Agreements, complete AC/DC motors and Field Service-related activities such as Start-up and Commissioning, Training, Field Repairs and Consulting.

This individual will be an independent, customer-facing, technical application engineer supporting multiple customers within a define region, or based upon the installed base of specific Nidec Conversion systems and solutions. This role requires an initiative-taking, results-oriented professional with a strong technical aptitude and a passion to succeed.

• Provide telephone, email, and other support to customers.
• When possible, remotely access the industrial control system to aid in troubleshooting or resolution.
• Prioritize customer/end user support based on the level of risk, existing customer/end user support contracts, key account status, and/or quantity of repeat complaints.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams which may include collaboration with Design, Technical Support, R&D and / or Field Service Engineers
• Initiate the procurement and shipping of crucial repair parts (if required)
• Coordinate the issuance of Return Materials Authorization (RMA) (if required)
• Participate in supporting after-service sales activities such as proposing/quoting added services, spare parts, and additional upgrades.
• Coordinate the response to emergency field service request by customers on an as needed basis.
• When requested, participate in installation and commissioning, troubleshooting, repairs, and predictive/preventative maintenance of automated systems and power conversion products/assemblies independently or as part of a team on larger projects.
• When required/requested, provide direct training to customers.
• Provide technical support related to:
  • Motors, generators, drives, plant automation, and power quality systems.
  • Customer systems containing a variety of PLC’s including Rockwell, Emerson, GE, Schneider, and Beckhoff and with a variety of HMI software including Factory Talk, Proficy View, Wonderware, Vijeo Designer, and others.
  • Industrial communication networks.
• Work closely with in-house engineers on project design and testing of power conversion systems.
• Display professionalism, proactively interface, and effectively communicate with the customer to build and maintain an elevated level of customer satisfaction.
• Take ownership of maintaining the equipment and supplies in the field service lab.
• When required, participate in paid, rotating after hours phone duty for customer remote support and breakdown assistance.
• Maintain working knowledge of safety policies and regulations to ensure duties of self and others are performed in a safe manner.
• Use Salesforce software to log customer interactions pertaining to Service and RMA cases and creation of sales quotes.
• Use SAP software to create Sales quotes, check inventory, and enter timesheet.

• Formal training at Nidec Conversion, home office and on-site training with a senior FSE when needed.

• Position may require approximately 10%-20% travel in the field for the purpose of:
  • Supporting customers in North America
  • Training on products and systems produced by Nidec Conversion, including experiential training in the form of commissioning and start-up support on projects.
• In the case of work at customer sites:
  • Considerable amount of walking may required.
  • May require climbing of staircases and access ladders, working at heights, in tight spaces, outdoors in hot and cold weather, and lifting up to 70 lbs.
  • Field work requires wearing and working in appropriate safety gear.
  • Carry service bag (25-50 lbs.), laptop case/caddy, as well as other trade tools.
• Negotiate and navigate airports, airports concourses, and parking garages.

• Two-year associates degree in Electrical Engineering, Electronic Technology, Military Technical Training Program, or related field
• Bachelor of Science in Electrical Engineering or Engineering Technology preferred.
• Valid Driver’s License required
• Valid U.S. Passport, or passport of employee’s country of origin.
• Must be able to pass a federal background check.

• Minimum of five (5) years prior experience in industrial automation (i.e., metals, pulp & paper, marine, cranes, mining) or renewable energy environment required.
• Thorough knowledge of analog and digital circuits, configuration of AC/DC drives, AC/DC Motor Theory, PLC’s, Industrial Networks and HMI’s
• Experience using electronic test equipment such as Data Recorders, DMM’s, Clamp-on ammeters, Megaohmmeters, and Oscilloscopes
• Experience in troubleshooting power electronics circuitry desirable
• Experience with Battery Energy Storage Systems (BESS), Grid-Tie Solar Inverters, or EV charging is desirable but not required.
• Experience with Nidec low voltage drives including AD3000 & AD5000, Accel500, Unidrive M, Answer Drives DC, ADDVANTAGE-32, and Mentor MP is desirable but not required.
• Ability to work independently, resolve technical and manufacturing issues without detailed direction, and work as part of a team.
• Ability to work within strict deadlines.
• Ability to use hand and/or power tools.
• Ability to read Electrical Drawings/Schematics
• Competence in Microsoft Office software programs

• Strong technical skills, in electrical fundamentals as well as computers
• Aggressive, goal oriented self-driver with strong work ethic
• Innovative, creative person
• Excellent customer service and interpersonal skills
• Outstanding verbal and written communications skills

Support & Production – S4

Organizational Impact
• Works to achieve operational targets within job area, with significant impact on achievement of results for the team
• Work consists of tasks that are typically not routine
• Works independently under limited supervision
• Frequently required to apply discretion within broad operational boundaries and procedures
Communication & Influence
• Communicates with contacts typically within the department on matters that involve obtaining or providing information on matters of significant importance to the team
• Explains practices, procedures, and policies in order to reach agreement
Innovation & Complexity
• Responsible for making moderate changes in systems and processes to solve problems or improve effectiveness of team
• Expected to independently propose solutions to problems for manager review
• Daily challenges are typically not complex, and may require analysis to understand and resolve
Leadership & Talent Management
• Responsible for providing guidance, coaching, and training to other employees within team
• May delegate tasks within a team or be responsible for review of work
Knowledge & Experience
• Requires specialist knowledge of operational systems and practices typically obtained through extensive work experience or education
• Requires a minimum of 7 years of experience. May require vocational or technical education

Nidec will not accept unsolicited resumes from individual recruiters or third party recruiting agencies in response to Nidec job postings. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers. Pre-approval from the Nidec Talent Acquisition team is required before any external candidate can be submitted and such candidate must be submitted to the Nidec Talent Acquisition team.