In-House Engineer

Company Description

Ascential Technologies is a global leader in high performance automated test systems, precision manufacturing solutions, and advanced industrial automation. With more than 70 years of experience, 2,300+ experts, and a network of over 45 locations across 22 countries, we deliver mission critical equipment and lifecycle support for customers in aerospace, defense, transportation, heavy industry, energy, and advanced manufacturing. Our team brings together expertise across all engineering disciplines - mechanical, electrical, controls, systems, and software - allowing us to design, build, validate, and support highly complex automation and test platforms under one roof.

This role is part of Ascential Care, the global service organization of Ascential Technologies. Ascential Care provides technical assistance and lifecycle support for all Ascential Technologies group products. Customers rely on Ascential Care for safety first design principles, disciplined engineering processes, and end to end quality - supported by deep domain expertise and a commitment to on time, to spec execution. Ascential Care operates with international coverage, harmonized service processes, ongoing technical training, performance management, and remote support. Service teams within Ascential Care are trained across multiple product lines/industries and supported in their professional development within a truly international environment.

Job Description

The In-House Engineer for Ascential Care is responsible for end-to-end ownership of customer service cases, providing remote technical support, and ensuring effective resolution of equipment issues across all Ascential Technologies brands and systems in the aerospace, automotive, agricultural and general industry sectors. This role serves as a critical interface between customers, field service, and engineering teams, leveraging Service Cloud and technical expertise to diagnose problems remotely, coordinate service execution, and drive customer satisfaction. This position emphasizes strong case management, technical troubleshooting, cross-functional coordination, and continuous communication throughout the service support lifecycle. This role requires a willingness to learn and adapt across our full range of brands, and supported industries, along with a strong desire to engage directly with customers working with cutting-edge technologies.

Core Duties and Responsibilities

• Own customer service cases from initiation through closure, ensuring timely and effective resolution.
• Provide remote technical support to customers and field service teams via phone, email, and telepresence tools.
• Diagnose complex mechanical, electrical, pneumatic, hydraulic and control-system issues; perform root-cause analysis and implement corrective actions remotely or onsite when necessary.
• Collect and analyze machine error codes and ensure proper documentation in Service Cloud.
• Provide customers with technical guides and support materials where available.
• Interpret schematics, engineering drawings, ladder logic, and equipment/component documentation to support customers and teams with troubleshooting technical issues and repairs.
• Prepare and deliver service estimates to customers, including labor, travel, and materials as required.
• Work with procurement teams to generate spare parts quotations (RFQs) in alignment with identified repair needs.
• Accurately identify required spare parts and validate part selection based on technical assessment.
• Support conversion of quotations into orders by coordinating with customers and internal stakeholders.
• Maintain accurate and up-to-date case data in Service Cloud, including case description, type, and priority; customer contact details; machine information and location.
• Document all troubleshooting activities, communications, and actions taken within the case in Service Cloud.
• Ensure complete traceability and quality of service documentation.
• Review and approve service reports to confirm quality, accuracy, and completeness.
• Support implementation of remote software updates and system improvements.
• Escalate complex technical issues to development or engineering teams for resolution.
• Identify recurring technical issues and potential product quality concerns.
• Communicate findings effectively to development and engineering teams to support continuous improvement initiatives.
• Contribute to process improvements in service delivery, case handling, and documentation.
• Maintain clear and proactive communication with all stakeholders, including Customers; Field Service Engineers; Schedulers; Supervisors and escalation teams.
• Provide updates on mission and case progress, including escalations and resolution timelines.
• Ensure professional and consistent customer experience aligned with company standards.
• Promote service offerings, including digital tools such as Ascentialytics, where appropriate.
• Support customers and after sales teams by identifying spare parts.
• Become cross-trained to support all other technologies within the Ascential portfolio.

Travel Requirements

• Up to 30% Travel domestically and internationally, overnights required.
• Must maintain a valid drivers license.
• Ability to obtain a passport.
• Ability to rent vehicles.

Required Qualifications

• Solid technical foundation in Electromechanics and Mechatronics. Demonstrated knowledge of mechanical, electrical and control system concepts used in industrial automated machinery.
• Experience with PLC and HMI platforms (I/Os, Allen Bradley or Siemens, additional platforms a plus).
• Ability to interpret electrical schematics (AutoCAD, SolidWorks or EPLAN preferred).
• Strong analytical and problem-solving skills with attention to detail.
• Ability to effectively communicate with internal and external stakeholders using tact and professionalism.
• Software: CRM systems, TeamViewer, Microsoft Teams, Microsoft Office; Word; Outlook; Excel and PowerPoint.

Preferred Qualifications

In addition to required qualifications:

• Bachelor's degree in electrical engineering, Controls Engineering, Mechatronics, or related field experience.
• Experience utilizing Service Cloud. (Salesforce)
• Experience working in automotive test systems, industrial automation, or high precision machinery environments.
• Working knowledge of industrial networking (ProfNet, RS232, Ethernet, CAN J1939).
• Experience working with various control and interface devices such as PWM devices, amplifiers, voltage dividers, limit switches, proximity switches, motors, pumps, drives, VFDs etc.
• Ability to lead machine debug, support FATs, SATs as necessary.
• Experience with risk assessments, functional safety design, and system interlocks.