Field Service Engineer

Field Service Engineer – CNC Machine Tools (USA)

Company: Jyoti CNC Automation

Location: USA Tech Centre

Reports To: Zone Head / Tech Centre Head

Functional Coordination: Central Warehouse & Repair Centre

Schedule: Monday–Friday, Core Business Hours (flexible as required)

Travel: Extensive regional travel required

FLSA Status: Non-Exempt (confirm if salaried/exempt is preferred)

Base Salary: $90k plus paid overtime + 5% KPI performance

About Jyoti

At Jyoti, we take a customer-first approach and believe strong execution comes from disciplined teamwork, ownership, and respect. We are building a new CNC Tech Center to support customer demos, applications collaboration, and service readiness.

Jyoti is an equal opportunity employer. We provide equal employment opportunities to all employees and applicants and comply with applicable federal, state, and local laws.

Role Summary

The Field Service Engineer is responsible for installation, commissioning, maintenance, and uptime of CNC machine tools at customer sites. This role directly impacts customer satisfaction, repeat business, and brand reputation through reliable execution and technical expertise.

This is a hands-on, field-intensive role requiring strong troubleshooting skills, disciplined execution, and professional customer interaction.

Essential Functions & Key Responsibilities

1) Installation & Commissioning

• Install and commission CNC machines at customer sites according to company standards.
• Perform leveling, alignment, geometry verification, and accuracy validation.
• Conduct acceptance trials and formal machine handover to customers.
• Complete installations within defined timelines and quality expectations.

2) Preventive & Corrective Maintenance

• Perform scheduled preventive maintenance to ensure machine reliability and uptime.
• Diagnose and resolve electrical, mechanical, and CNC control issues.
• Troubleshoot servo drives, spindle systems, PLCs, hydraulics, and auxiliary equipment.
• Minimize machine downtime and reduce repeat failures through disciplined troubleshooting.

3) Service Escalation & Coordination

• Identify issues requiring advanced repair and escalate to the Central Repair Centre as needed.
• Coordinate spare parts requirements and availability with the Warehouse team.
• Support major breakdown resolution using structured root cause analysis.
• Maintain clear, professional communication with customers throughout service activities.

4) Documentation & Reporting

• Accurately record all service activities in service management systems.
• Document root cause analysis, corrective actions, and follow-up recommendations.
• Maintain complete service history and machine records.
• Participate in service review meetings and continuous improvement discussions.

5) Customer Interaction & Training

• Train customer operators and maintenance personnel during installation and handover.
• Educate customers on best practices to prevent repeat issues and improve uptime.
• Represent the company professionally during all customer interactions.

Performance Metrics (KPIs)

• Mean Time to Respond (MTTR)
• First-time fix rate
• Installation and commissioning cycle time
• Reduction in repeat complaints
• Customer satisfaction score
• Accuracy and timeliness of service documentation