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
Schedule:
Experience:
- Customer service: 1 year (Preferred)
Ability to Commute:
- Akron, NY 14001 (Preferred)
Work Location: In person