About the Role:
As the Lead Product Support Engineer at Kval, Inc., you will be at the forefront of establishing a new department dedicated to ensuring the seamless operation of our industrial door manufacturing machines. Initially, you will be hands-on in providing technical support and guidance to the team, collaborating closely with cross-functional departments to drive initiatives forward. As the department matures, there will be opportunities for growth into a more strategic and managerial role, where you will oversee the team's operations, set goals, and shape the direction of our product support efforts. This position offers a unique opportunity to make a significant impact from the ground up and grow within the organization, reporting directly to the Controls Engineering Department Manager.
Key Responsibilities:
- Machine Phone Support: Offer comprehensive troubleshooting support for all inquiries related to our industrial door manufacturing machines. This includes addressing questions regarding function, specifications, operation, calibration, and configuration/setup.
- Support Production Operations: Assist in the setup, programming, and troubleshooting of new machines on the production floor. Promptly address technical issues and escalate to engineering when necessary.
- In-Field Technical Support: Travel to customer locations to provide on-site support for advanced technical issues as needed, ensuring swift resolution and customer satisfaction.
- Software and Database Support: Guide and assist in the installation and configuration of Kval’s proprietary software, ensuring seamless integration for the customer. This involves collaborating closely with the customer to identify the most effective software setup and database topology for their specific requirements.
- Machine Operation and Maintenance Training: Conduct comprehensive training sessions for customers on machine and software operation.
- Product Usability and Supportability Improvement: Work closely with engineering to enhance product usability and supportability based on customer feedback and firsthand experience.
- Assist with Design and Deployment of Machine Upgrades: Support the deployment of field machine upgrades and software fixes.
- Departmental Development: Proactively contribute to the development and refinement of departmental processes, procedures, and best practices. Mentor and coach junior team members to foster their professional growth.
Requirements:
- Leadership and Interpersonal Skills: Strong leadership abilities with excellent verbal and written communication skills. Proven track record in team management and conflict resolution.
- Education and Background: Bachelor’s degree in engineering (mechanical, electrical, software, or mechatronic) preferred, or significant technical work experience. Prior experience in technical support teams highly valued.
- Technical Skills: Proficiency in electrical and control systems, including reading electrical drawings, understanding electrical principles, PLC systems, motion control, and basic mechanical systems. Experience with electrical test equipment and familiarity with Beckhoff, Idec, or Galil components a plus. Knowledge of GIT, Jira, and Confluence is also a plus.
Join Our Team:
If you are eager to be part of the establishment of a new department dedicated to ensuring the seamless operation of our industrial door manufacturing machines, Kval, Inc. welcomes your expertise and vision. As the Lead Product Support Engineer, you will pioneer the development of this critical function, initially providing hands-on technical support and guidance while collaborating closely with cross-functional teams. With opportunities for growth into a strategic and managerial role as the department evolves, you will have the chance to shape the future of our product support efforts, set ambitious goals, and oversee operations. This position offers a unique opportunity to make a significant impact from the ground up and advance your career within our organization. Join us and be part of a dynamic team committed to excellence and innovation in industrial machinery.
Job Type: Full-time
Pay: $80,000.00 - $95,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
- No weekends
Experience:
- Customer service: 1 year (Preferred)
Ability to Commute:
- Petaluma, CA 94952 (Preferred)
Ability to Relocate:
- Petaluma, CA 94952: Relocate before starting work (Required)
Work Location: In person