Responsible for engaging with customer via telephone, e-mail, and remote log-in to their machines to diagnose problems and resolve problems with their 3 or 5 axis DMS/FMT CNC routers; track cases using CRM system; utilizes customer and in-house information to resolve customer problems as efficiently as possible.

• Communicate with customer for both verbally on the phone and in written email
• Takes customer service calls and emails and works to logically and systematically identify and resolve machine failures and faults in efficient manner
• Analyze and troubleshoot machine symptoms utilizing information in DMS systems or in consultation with other DMS personnel, or provided by customer (pictures, bill of material, engineering drawings, written problem statements, schematics, wiring and assembly drawings, engineering data)
• Documents the status and progress of each customer case in the CRM system
• Updates documentation as required for customer records in various company databases
• Works with Order Fulfillment department to document needed parts and helps to obtain them and configure them for shipment to the customer
• Tracks personal learning progress by completing the In-house training plan; this includes familiarization with all electrical and mechanical aspects of the CNC routers and Fagor controllers
  • Attends training sessions as needed to advance personal proficiency and knowledge
  • Provides input for process improvement regarding departmental processes
  • Other duties as assigned
• Associate Degree or equivalent experience in a related technical field
• Two years’ experience with basic electronics, CNC maintenance and/or CNC operation and/or mechanics/electrical background
• Excellent attendance it required and must be maintained
• Excellent interpersonal and communication skills, both in writing and in speech when engaging with the customer and co-workers
• Strong analytical and problem-solving skills that can be applied to CNC router trouble-shooting
• Ability to work in a fast-paced environment
• Able to work in a room with multiple people on the phones
• Ability to multi task on a routine basis and utilize time management practices to resolve customer calls and/or complete site visit efficiently
• Handle each call/visit in the best interest of both customer and company; engages with customer on the phone and in the field in a professional manner
• Resolves issues on the phone correctly and quickly
• Adapt to changing assignments as needed
• Ability to be self-motivated to achieve training goals
• Ability to work with other employees to achieve group commitments and goals
• Ability to lift 25 lbs.
• Good Vision ability to include: color vision, peripheral vision and depth perception.