Technical Support Engineer

Position Objectives

Provide technical and field service support for Harper’s engineer-to-order industrial furnace systems, including manufacturing support, Pre-FAT/FAT testing, supplier inspections, installation, startup, troubleshooting, warranty, repairs, customer technical support, and technical documentation.

Bridge Service, Engineering, Project Management, Manufacturing, Purchasing, suppliers, and customers to support equipment performance from shop testing through field operation. May act as the assigned Service Representative or technical lead when designated by the Service Manager.

Essential Duties

1. Diagnose and resolve equipment performance, installation, startup, warranty, and service issues with customers and internal teams.

2. Own service or warranty cases as assigned and escalate issues when needed.

3. Support Pre-FAT, FAT, equipment testing, inspections, and issue resolution in Harper’s shop and at supplier facilities.

4. Support customer sites for installation supervision, startup, troubleshooting, repairs, training, and follow-up.

5. Develop strong knowledge of Harper equipment, especially mechanical and thermal systems, with general awareness of electrical, controls, process, and gas systems.

6. Serve as backup to the Service Manager for day-to-day customer response, service coordination, and internal communication when assigned or when the Service Manager is unavailable.

7. Own the process for creating O&M manuals, training manuals, procedures, test plans, inspection forms, and related technical documents.

8. Coordinate documentation input from Engineering, Project Engineers, and outside services; ensure technical content is approved by the assigned Project Engineer.

Knowledge, Skills, Education

1. Experience / Background: 4-6 years of engineering, service, technical support, field service, or industrial equipment experience; equivalent hands-on experience may be considered.

2. Preferred Qualifications: BS Engineering Degree and hands-on experience with custom furnace, heat treatment, gas handling, or high-temperature processing equipment.

a. Mechanical and thermal system experience preferred; general knowledge of electrical, controls, process, and gas systems desirable.

b. Ability to read drawings, schematics, P&IDs, layouts, bills of material, and related equipment documentation.

3. Hands-on, detail-oriented, organized, proactive, customer-focused, and able to investigate issues directly in the shop, at suppliers, or in the field.

4. Customer-focused communication skills with the ability to explain technical information clearly and professionally.

5. Strong technical writing skills for manuals, reports, procedures, and customer-facing documents.

6. Proficient in Microsoft Office and able to create professional documents using photos, screenshots, tables, and other visuals.

7. Travel to customer and supplier sites up to 25-30% for installation, startup, troubleshooting, service, inspections, testing, or project support required.

8. Desirable experience: Inventor or similar CAD software, scheduling tools, flowcharting tools, and document preparation software.

Work Environment

1. Mix of office, manufacturing shop, supplier site, and customer site work.

2. Regular interaction with customers, Service, Project Management, Engineering, Purchasing, Manufacturing, suppliers, and outside technical resources.

3. Exposure to design, fabrication, testing, installation, startup, and service of high-temperature industrial processing systems.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk and hear. The employee is frequently required to sit and use hands. The employee is occasionally required to stand or walk.

Employee must use computer, copiers, camera, and visit plant in performance of job function. Employee is required to inspect, observe, and photograph equipment in production on plant floor, or at subcontractor’s facilities.

Compensation

$90,000-$97,000 annually

Individual compensation is based on various factors unique to each candidate, including skill set, experience, qualifications, and other position related components.

Pay: $90,000.00 - $97,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person