PURPOSE

Provides technical and troubleshooting assistance to customers and field service engineers regarding product specific functionality, operational controls and spare parts availability.

MAJOR ACCOUNTABILITIES

• Help resolve technical problems on standard, special, and CNC machine tool products and controls.
• Verbally assist customers and customer service representatives with both electrical and mechanical technical advice obtained from technical manuals, engineering, etc.
• Maintain all reference materials at workstation in a neat and orderly manner to properly support assigned products.
• Work directly with Engineering and advise the department manager of field problems related to software, hardware, support equipment, or problems of a design nature for clarification and resolution.
• Keep abreast of new product development through direct contact with engineering, marketing and the training department.
• Help serve as technical training instructor to regional service groups and customers on new and old equipment.
• Collect data on field failures and consult with manager on difficult problems or unusual situations.
• Write procedures for repair or replacement of components.
• Actively participate in product improvement meetings and recommend design changes or modifications to improve overall product reliability.
• Promote excellent customer relations through courteous, accurate and informative correspondence, both verbal and written.
• Generate service technical bulletins to advise customer service representatives and other qualified parties of procedure, design modifications, or change.
• Process spare parts orders when necessary.
• Perform other duties assigned as necessary.

Job Type: Full-time

Pay: $54,000.00 - $63,000.00 per hour

Experience:

• Customer service: 1 year (Preferred)

Ability to Commute:

• Akron, NY 14001 (Preferred)

Ability to Relocate:

• Akron, NY 14001: Relocate before starting work (Preferred)

Work Location: In person