Job Description
Job Description
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.
EDUCATION, EXPERIENCE, COMPETENCIES, SKILLS
Education / Experience
• AAS Degree in a technical major, preferably in Mechanical or Electronic Technology.
• 3 – 5 years experience servicing CNC punching, bending or metal cutting laser equipment and
Fanuc controls.
Interpersonal skills
• Excellent verbal communication and customer service orientated skills.
• Able to collaborate and interact with others to resolve difficult customer situations.
• Demonstrated mechanical and creative capabilities. Technical skills / Special requirements
• Demonstrated computer skills (Microsoft office environment, internal network).
• Computer hardware, Bios, operating systems, networking and CAD/CAM experience a plus.
• Demonstrated experience using multimeters, oscilloscopes and other electronic and precision
mechanical equipment.
• Work environment will consist of a regular office setting with occasional exposure to a
manufacturing setting.
• Must be able to provide proper documentation for occasional international / domestic travel.
• No other employees directly report to this position.