Your tasks

• Provide technical telephone support to customers and internal staff; identify problems, and decide the best and most efficient course of action for any requested involvement.
• Act promptly to recommend probable solutions to customers, appropriately monitor, and follow up to ensure situations are handled in a manner to maintain customer satisfaction.
• Determine when a Field Service Engineer visit is required to a customer site.
• Respond to customer requests for parts and process orders, providing technical ability required to identify needed parts. Prepare documentation to ensure smooth delivery of parts to the customer.
• Analyze and resolve application problems of normal complexity and liaison with Applications staff to resolve more complex issues and to increase applications knowledge.
• Train less experienced engineers on installation, preventative and corrective maintenance procedures.
• Maintain a close relationship with the National Service Manager and respond timely to any requests for customer involvement.
• Perform field service calls relating to the installation and service of machines and associated products and equipment as needed.
• Accurately complete all service reports in a timely manner as per the service department procedures.
• Schedule and/or reschedule service calls to meet both company and customer expectations.
• Input data regarding troubleshooting and scheduling into the Great Plains system and maintain contact with customers to keep them abreast of situations.
• Process customer warranty claims, including the Ticketing tool with the TU.

Your profile

• Associate’s Degree and formal mechanical and/or electrical training and experience in a manufacturing environment; or equivalent combination of education and experience. Experience with the use of test equipment and in-depth knowledge of EDM machines and related products.
• Knowledge and experience with Microsoft Office Systems, including Excel and Microsoft Word. Knowledge of Great Plains or similar software programs is helpful.
• Must hold a valid driver’s license and be able to travel to customer sites as required. Foreign languages such as French and Spanish may be an advantage.
• 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 calculate figures and amounts such as discounts, percentages, and volume. Ability to apply basic mathematical concepts such as fractions, ratios, and proportions to practical situations.
• 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 Technical Support Specialist to work irregular hours and may require 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.
• Must have a valid driver's license.