Service Engineer (Bilingual English/Mandarin)

Welcome to Balluff Inc.!

Balluff is a global leader in sensor technology and industrial automation. Our mission is to drive smart manufacturing forward while creating a workplace where innovation and people thrive. Join a team that values precision, quality, and continuous improvement.

Position Summary

The Service Engineer provides after-sales technical support for Balluff products, helping customers diagnose, troubleshoot, and resolve technical issues involving industrial automation systems. This customer-facing role supports customers throughout the Detroit metropolitan area and requires fluency in English and Mandarin to support regional and global customer operations.

What You’ll Do

• Provide after-sales technical support to customers via phone, email, virtual meetings, and on-site visits.
• Troubleshoot Balluff products, PLC-controlled automation systems, industrial networks, and related hardware in customer manufacturing environments.
• Diagnose and resolve customer technical issues while documenting activities in the SAP C4C service ticket system.
• Support customer complaint investigations and coordinate issue resolution with engineering, quality, and development teams.
• Escalate complex technical issues through established complaint resolution processes.
• Maintain accurate service documentation, including service tickets, trip reports, application reports, and corrective action documentation.
• Perform product commissioning, testing, firmware updates, and field service support as needed.
• Deliver technical presentations and product training for customers, distributors, and internal personnel.
• Develop and maintain technical documentation, application examples, troubleshooting guides, and support tools.
• Collaborate with sales, engineering, quality, and product teams to improve customer satisfaction and product performance.
• Identify recurring issues and recommend product or process improvements.
• Travel to customer sites to support installations, troubleshooting, and technical service activities.

Work Environment & Physical Requirements

• Remote/home-office based within the Detroit metropolitan area.
• Must reside within a reasonable commuting distance of the Detroit metropolitan area.
• Frequent travel to customer manufacturing facilities throughout the assigned territory (approximately 5-20%).
• Must be able to lift and transport toolboxes, test equipment, and related technical tools.
• Frequent standing, walking, and troubleshooting around industrial machinery.
• Required to wear appropriate personal protective equipment (PPE) when working in customer manufacturing facilities.

Why Join Balluff?

• Competitive pay
• Health, dental, vision, and life insurance
• 401(k) with company match
• Paid time off and holidays
• Opportunities for training, development, and advancement

Balluff is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Qualifications

What You Bring

• Fluency in both English and Mandarin is required.
• Associate's degree in Engineering or a related technical or industrial field required; Bachelor's degree preferred, or an equivalent combination of education and experience.
• Hands-on experience troubleshooting PLC-controlled industrial automation equipment in a manufacturing environment.
• Experience programming and troubleshooting Siemens and/or Rockwell (Allen-Bradley) PLCs in manufacturing or industrial automation environments required.
• Experience with industrial communication networks such as Profinet, Ethernet/IP, Profibus, DeviceNet, CC-Link, or similar.
• Experience supporting electronic or electrical equipment in manufacturing or industrial automation environments.
• Strong troubleshooting and root cause analysis skills.
• Excellent customer service, communication, and technical documentation skills.
• Proficiency with Microsoft Office; SAP and SAP C4C experience is a plus.
• Ability and willingness to travel up to approximately 20%.
• This position may be filled at either the Service Engineer I or Service Engineer II level based on the selected candidate's qualifications, experience, and demonstrated technical capabilities.