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Electrical Engineer

POSITION SUMMARY

The Electrical Engineer leads the design, development, and maintenance of electrical systems. This role is responsible for analyzing, implementing solutions, and overseeing projects, applying electrical engineering expertise to ensure efficient system performance.

ESSENTIAL JOB FUNCTIONS

  1. Champion CASI’s Mission, Vision, and Core Values by demonstrating the behaviors that contribute to CASI’s success.
  2. Lead the design, development, and maintenance of electrical systems.
  3. Conduct detailed analysis, implement solutions, and troubleshoot issues.
  4. Collaborate with cross-functional teams to achieve project objectives.
  5. Provide technical guidance and support to junior engineers.
  6. Demonstrate regular attendance and timeliness in reporting to work, meetings, and completing assignments.
  7. Ability to work and interact well with others.

JOB QUALIFICATIONS

Education: Bachelor degree in engineering or related field. Mechanical engineering is preferred. 

Experience: Minimum of 3 years of applicable engineering experience or equivalent, preferably in a manufacturing environment.

Required Skills

  • Intermediate Microsoft Office skills.
  • Knowledge of ACAD Electrical.
  • Good written and oral communications.
  • Excellent organizational skills.
  • Ability to develop plans, make timely decisions, and set priorities withsense of urgency.
  • Ability to read equipment wiring schematics and create input/output lists from schematics.

Preferred Skills

  • Demonstrated experience in electrical system design and maintenance.
  • Proficiency in electrical design software, analysis tools, and project management.
  • Familiarity with UL508A, NFPA 79, NEC, and IEC codes and standards.

SPECIAL DEMANDS

  1. Ability to walk, stand and squat to examine and troubleshoot equipment.
  2. Ability to handle basic hand tools and diagnostic equipment.
  3. Willing to travel. (Up to 10%).
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Customer Care Technician

POSITION SUMMARY

The Customer Care Technician is responsible for providing technical support and assistance to customers, ensuring that issues are resolved promptly and with a high level of satisfaction. This role will document interactions and ensure a positive customer experience.

ESSENTIAL JOB FUNCTIONS

  1. Champion CASI’s Mission, Vision, and Core Values by demonstrating the behaviors that contribute to CASI’s success.
  2. Provide guidance and escalation support to first-level support team.
  3. Collaborate with senior level support team on more technical issues.  Follow escalation process to escalate calls that cannot be resolved at point of contact.
  4. Participate in continuous process improvement to improve service, reduce costs, and improve support quality.
  5. Troubleshoot and resolve hardware and software issues, guiding customers through step-by-step solutions.
  6. Interact with customers professionally and empathetically to understand their concerns and technical difficulties.
  7. Ensure prompt and accurate resolution of customer inquiries while maintaining a positive and customer-centric attitude.
  8. Document and log customer interactions, issues, and resolutions in company CRM system.
  9. Contribute to the knowledge base by creating and updating support documentation for common issues.
  10. Collaborate with other technical support team members to share knowledge and best practices.
  11. Work closely with other departments, such as product development and quality assurance, to escalate and resolve complex issues.
  12. Educate customers on product features and functionalities to enhance their overall user experience.
  13. Provide guidance on preventive measures and tips to avoid recurring issues.
  14. Participate in quality assurance activities to ensure service delivery meets or exceeds established standards.
  15. Seek feedback from customers and use it to identify areas for improvement in processes and services.
  16. Demonstrate regular attendance and timeliness in reporting to work, meetings, and completing assignments.
  17. Ability to work and interact well with others.

OTHER JOB FUNCTIONS

  1. Develop knowledge of CASI products. Maintain technical skills.
  2. Participate in on-call phone support rotation.

JOB QUALIFICATIONS

Education: High school diploma or equivalent is required. Associate degree or technical certification is preferred.

Experience: Minimum of 2 years of experience in equipment repair, maintenance, customer service, or another related field.

Required Skills

  • Proven experience in an IT support role, involving extensive customer support, both remote and in-person.
  • Knowledge of electronics, networks, and industrial equipment.
  • Knowledge of customer service principles and practices.
  • Detail-oriented, methodical, motivated, self-starter. Self-disciplined to use time and resources effectively.
  • Strong verbal and written communication skills.
  • Zendesk or related ticketing management system.
  • Technical proficiency and familiarity with computer systems, software, and CASI.

Preferred Skills

  • Previous experience building, troubleshooting, or repairing CASI equipment.
  • Previous experience as a Customer Care Technician Associate.
  • Basic understanding of SW platforms (xTuple, Zendesk, EasyRoll, CodeSys/WebVisu, SolidView, Datalogic web interface).
  • Basic knowledge of IBOD and warehouse systems.
  • Can read/understand drawings/schematics.
  • Proficiency troubleshooting FAST systems and A-flex conveyors.
  • Technical certification.

SPECIAL DEMANDS

  1. May require flexible work schedule.
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