Your tasks

• Provide technical support to the Customer Support Center and Field Service Engineers; identify problems and decide the best and most efficient course of action for any requested involvement.
• Train less experienced engineers on installation, preventive and corrective maintenance procedures.
• Provide maintenance and/or preventive maintenance customer training.
• Liaison with the manufacturing facilities and coordinate any hot customer issues with the plant.
• Provide technical support to sales on machine reconfigurations and assist Field Service Engineers with machine automation integrations.
• For retrofits, open engineering change orders for each machine concerned and order any parts needed. Communicate change order information to the phone support staff and Regional Service Managers.
• Supply technical information to other departments during the launch of a new product, including technical recommendations relating to spare parts and marketing topics.
• Develop and distribute technical documentation to the field service personnel.
• Input all relevant data, including hotline, and complete SAS calls.
• Provide critical customer, ESR, EER, and quality reports as required.

Your profile

• Associate’s Degree and formal mechanical and/or electrical training and experience, over 6 years of experience in a machine tool environment; or an equivalent combination of education and experience. Experience with the use of test equipment and in-depth knowledge and hands-on experience with the repair and service of EDM machines and related products and equipment.
• Knowledge and experience with Microsoft Office Systems, including Excel and Microsoft Word. Knowledge of Great Plains or similar software programs is helpful.
• Ability to read, analyze, and interpret documents such as processes and procedures, financial documents, and specific service reports and documents. Effectively communicate ideas, both written and verbally, to customers, management, or employees of the organization. Ability to write technical literature and develop reports on technical issues.
• Ability to interpret an extensive variety of technical instructions in various forms with several abstract and concrete variables. Define problems and troubleshoot situations using strong conceptual thinking abilities. Ability to interpret technical documents within the scope of brand knowledge.
• The employee must, on occasion, lift and/or move up to 50 pounds and occasionally lift and/or move up to 75 pounds and work on ladders and at heights.
• This position may require the Advanced Technical Support Engineer - EDM to work irregular hours and travel to customer and company locations.
• While performing the duties of this job, the employee is frequently required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee frequently is required to sit; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• While performing the duties of this job, the employee is occasionally exposed to wet and/or humid conditions, moving mechanical parts, fumes, or airborne particles.
• The noise level in the work environment is usually moderate to loud.