Technical Support Representative

Please note: This is not an IT or Software Support role. This position focuses on hardware support for WAZER waterjet machines. Candidates should have experience with mechanical systems, hardware maintenance, or machine operation rather than IT infrastructure or computer systems.

WHY WE NEED YOU:

WAZER re-invents waterjet cutters. Our ground-breaking small-footprint waterjet cutters bring universal cutting with digital precision to every workshop, big or tiny. Creating such a unique product line was no easy feat, but since then we have proven the product and are scaling up!

We are looking for energetic, adaptable and clever team members that can think on their feet to solve problems that pop up as well as work to continuously improve our systems and processes. Tired of being just a cog in a larger process? Take ownership of your work and help bring this product to its many eager customers, while having an opportunity for career growth and development.

YOUR DAILY ROLE:

This role is split between two main focuses: first is to provide Technical Support to WAZER Users, while the second is to maintain test setups in the WAZER testing program. The majority of your day will be interacting with customers to help troubleshoot and resolve issues.

TECHNICAL SUPPORT DAILY ROLE

• Communicate with customers to help solve their machine issues.
• Provide email, telephone and video technical support for customers in aspects such as hardware, software and workflow.
• Deescalate sensitive situations with customers.
• Document customer problems and the actions taken to solve them
• Work with Product Development engineers to develop short term and long term solutions
• Develop proactive web support content to help users solve common issues you’ve seen repeatedly
• Maintain an inventory of parts and machines in the warehouse.
• You will be integral in building up long term systems and procedures as we grow

WAZER TEST PROGRAM DAILY ROLE

• Maintain test rigs in operation and proactively improve test setups
• Collect and record data in a thorough and organized manner
• Work with Product Engineers to understand failures that arise
• Maintain an organized work and file space

AD-HOC RESPONSIBILITIES

• Warehouse duties will be required related to machines coming in for testing or leaving
• Aid in the refurbishment of machines
• Packaging machines for customers as needed
• Maintain inventory of relevant parts

MUST HAVE QUALIFICATIONS:

• Must have experience regularly repairing and maintaining electromechanical systems
• Must be a quick learner when it comes to mechanics
• A systematic and process oriented thinker and not solution minded
• Strong technical and written communication skills
• Fast typer and very comfortable navigating the MS and Google suites
• Comfortable leading feedback sessions with other team members
• Enjoy a good brainstorm session
• Experience maintaining Inventory in a warehouse setting
• Well-organized and willing to work independently
• Ability to commute to Yonkers, NY
• Familiarity with 2D CAD - can open and manipulate and existing sketch
• Comfortable with at least one digital manufacturing tool: laser cutter, plasma cutter, 3d printer, or cnc mill.
• Strong sense of personal organization
• Ability to lift heavy (~60lbs) objects alone and team lift heavy (~120lbs) objects with another person
• Don’t mind getting your hands dirty

NICE TO HAVE QUALIFICATIONS:

• Have worked with CRM systems (zendesk, salesforce, etc)
• You are a maker, a hacker, a craftsperson, tinkerer, or generally curious and creative
• Can break down a system and identify what makes it work the way it does
• Degree/Experience in a technical area, for example architecture, engineering, industrial design, science, and metalworking, etc.
• Highly functional at 2D CAD
• Trade or technical background
• Website Editing skills (squarespace blog pages)
• Passion about WAZER’s mission of bringing affordable digital cutting solutions to makers, small business, artisans, and schools.

While it would be great to bring on experienced talent for this role, we’ll accept any qualified candidate. If you are passionate about our mission, are good at what you do, and want to learn quickly don’t hesitate to contact us. Be open about what you don’t know and what you excel at, and we’ll do our best to evaluate this with our specific needs!

COMPENSATION:

Employee Health Insurance, Paid Vacation, Paid Holidays, Paid Sick Days, Opportunities for Overtime, WAZER equity (stock options), Opportunity for advancement in a fast-growing company.