In-House Engineer

Position Overview:

The In-House Engineer is a member of Ascential Care, the global service organization of Ascential Technologies, and serves as the primary technical owner of customer service cases from initiation through resolution. This role provides remote technical support across Ascential Technologies' portfolio of automation, test, and manufacturing systems, supporting customers in the aerospace, automotive, agriculture, transportation, and industrial markets. Acting as a key liaison between customers, field service teams, and engineering, the In-House Engineer leverages technical expertise, troubleshooting skills, and case management processes to diagnose issues, coordinate service activities, drive timely resolutions, and ensure an exceptional customer experience. Success in this role requires strong problem-solving abilities, cross-functional collaboration, and a commitment to developing expertise across multiple technologies and product lines within the Ascential portfolio.

Responsibilities:

• Own customer service cases from initiation through closure, ensuring timely, accurate, and effective resolution of technical issues
• Provide remote technical support to customers and field service personnel through phone, email, telepresence, and remote access tools
• Troubleshoot and diagnose complex mechanical, electrical, pneumatic, hydraulic, and control system issues while performing root cause analysis and implementing corrective actions
• Interpret schematics, engineering drawings, ladder logic, and technical documentation to support equipment troubleshooting, repair, and performance improvement
• Collect, analyze, and document machine data, fault codes, troubleshooting activities, and customer communications within Service Cloud
• Prepare service quotations and estimates, including labor, travel, materials, and recommended repairs
• Identify required spare parts, support quotation development, and coordinate with procurement and aftermarket teams to ensure accurate parts selection and fulfillment
• Coordinate service activities and communicate case status, escalations, and resolution timelines with customers, field service engineers, schedulers, supervisors, and engineering teams
• Review and approve service reports to ensure quality, accuracy, and complete documentation
• Support implementation of remote software updates, system enhancements, and technical improvements
• Escalate complex technical issues to engineering and development teams while providing detailed findings and recommendations
• Identify recurring equipment issues, product performance trends, and opportunities for continuous improvement
• Support service process improvements related to case management, documentation, troubleshooting, and customer experience
• Promote Ascential Care service offerings, digital solutions, and value-added support programs, including Ascentialytics and other connected services
• Develop expertise across multiple technologies and product lines within the Ascential Technologies portfolio through ongoing cross-training and professional development.

Qualifications:

• Associate's degree, technical certification, military technical training, or equivalent experience in Electrical Engineering Technology, Mechatronics, Industrial Automation, Controls, or a related field
• Strong technical foundation in electromechanical systems and industrial automation equipment\
• Demonstrated knowledge of mechanical, electrical, pneumatic, hydraulic, and control system concepts utilized in automated machinery
• Experience troubleshooting PLC and HMI systems, including Allen-Bradley, Siemens, or similar platforms
• Ability to read and interpret electrical schematics, wiring diagrams, engineering drawings, and technical documentation
• Strong analytical, troubleshooting, and problem-solving skills
• Excellent verbal and written communication skills with the ability to effectively interact with customers and internal stakeholders
• Experience using remote support tools and standard business software applications
• Proficiency with Microsoft Office applications, including Word, Excel, Outlook, Teams, and PowerPoint
• Ability to work independently while managing multiple customer cases and priorities

Preferred Qualifications

• Bachelor's degree in Electrical Engineering, Controls Engineering, Mechatronics, or a related technical discipline
• Experience utilizing Salesforce Service Cloud or similar service management platforms
• Experience supporting automotive test systems, industrial automation equipment, or high-precision machinery
• Working knowledge of industrial networking and communication protocols, including Profinet, Ethernet/IP, RS-232, CAN J1939, and similar technologies
• Experience working with drives, VFDs, motors, pumps, amplifiers, voltage dividers, limit switches, proximity sensors, and related industrial components
• Experience supporting machine commissioning, debugging, Factory Acceptance Testing (FAT), and Site Acceptance Testing (SAT)
• Knowledge of risk assessments, functional safety principles, machine safety standards, and system interlocks
• Previous field service, technical support, or customer-facing engineering experience.

Ascential Technologies is a global industrial technology company with operations spanning automotive testing and validation, medical and life sciences, and advanced manufacturing. Our Grand Rapids, MI site is part of the Burke Porter Group - a recognized leader in vehicle testing, automation, and end-of-line measurement systems. We build with precision. We operate with purpose. And we’re looking for people who bring that same standard to every part of the business.