Help Desk Engineer

Description

• Summary:
• The Help Desk Engineer is the primary point of contact for troubleshooting and resolving issues related to the Moba & Diamond product lines. This role provides critical technical support to customers and field service engineers, requiring expertise in mechanics, electrical control systems, and software installation across various PC and PLC platforms. The role demands strong communication skills, a customer-centric attitude, and the ability to manage complex technical challenges both remotely and on-site.

Key Responsibilities:

• · Technical Support and Case Management:
• Provide timely technical assistance to customers and field service engineers. Manage cases in Microsoft Dynamics CRM, document issues and resolutions, coordinate escalations with the appropriate teams, and keep customers informed through resolution or formal handoff.

• · Training, Academy, and Document Management:
• Develop and deliver technical training for field service engineers and customers. Maintain Moba Academy training systems and keep training modules, troubleshooting guides, FAQs, and product, customer, and service documentation accurate, current, and accessible.

• · Remote Diagnostics:
• Use approved remote-access and monitoring tools to gather system information, guide troubleshooting, and determine when on-site support is required.

• · Field Service Rotations and Reporting:
• Participate in scheduled field service rotations to gain hands-on experience, maintain technical proficiency, and keep troubleshooting skills current. Review and store field service reports in Microsoft Dynamics CRM, create cases with assigned follow-up actions for unresolved issues, communicate relevant findings to the responsible teams, and track open items through resolution or an accepted handoff.

• · New Product Support:
• Participate in field trials and product installations for Moba and third-party systems. Document findings, identify recurring or unresolved technical issues, and communicate required corrections or follow-up to the appropriate teams.

Requirements

Qualifications & Skills:

• •Experience:
• Minimum of 2 years of experience in designing, supporting, or servicing industrial machinery.

• · Education:
• A completed degree in Mechatronics or a related field is preferred. Candidates currently pursuing a degree may also be considered. Equivalent experience may be accepted in place of a formal degree or certification.

• •Technical Skills:
• •Strong troubleshooting and repair skills for mechanical and electrical control systems.
• •Proficient in reading schematics and understanding control circuits.
• •Experience with software installation and PLC/PC programming.

• •Customer Service:
• Exceptional customer relations skills with a focus on delivering quality work, maintaining high integrity, and continuously improving processes.

• · Self-Motivation and Teamwork:
• Work independently with minimal supervision, follow assigned issues through resolution, and collaborate with colleagues to provide consistent customer support.

• · PC Skills:
• Proficiency with Microsoft Word, Excel, PowerPoint, Outlook, and Teams is required.

Additional Requirements:

• · Travel:
• Domestic and international travel is required for field service and training. Candidates who are new to Moba systems should expect up to 50% travel during their first 6–12 months for onboarding and training. After onboarding, up to 25% travel is required for training, field rotations, and equipment commissioning.

• · Location:
• Candidates within commuting distance of our Wixom, MI office are preferred; however, remote candidates may also be considered.