Technical Support Associate and Service Scheduler

3 weeks ago

Grandville, United States Multiax Technologies Full time
Job DescriptionJob Description

Multiax Technologies is a leading provider of advanced manufacturing solutions, specializing in multi-axis machining technology. Committed to excellence, we empower industries to achieve precision and efficiency in their manufacturing processes. Our cutting-edge machinery and dedicated team make us a trusted partner in delivering high-performance solutions to clients in North America.

Position Overview:

Multiax Technologies is seeking a skilled and experienced Technical Support Associate to join our technical support team. The successful candidate will play a critical role in providing technical assistance and support to our clients, ensuring the optimal performance of their machines.

Key Responsibilities:

1)      Provide Technical Support: Serve as the primary point of contact for clients seeking technical assistance related to CNC machining systems. Offer timely and effective troubleshooting to resolve issues and ensure minimal downtime.

2)      Remote Assistance: Utilize remote access tools and software to diagnose and troubleshoot CNC machine problems remotely. Guide clients through step-by-step solutions and adjustments to resolve technical issues.

 3)      On-Site Support: Coordinate and schedule on-site visits to client facilities for complex technical support and maintenance tasks. Conduct thorough inspections, repairs, and adjustments to CNC machines to address issues efficiently.

4)      Training and Education: Conduct training sessions for clients on the operation, maintenance, and troubleshooting of CNC machining systems. Develop comprehensive training materials and documentation to empower clients with the necessary knowledge and skills.

5)      Documentation and Reporting: Maintain detailed records of client interactions, technical support activities, and solutions provided. Generate FAQs to address common user concerns and questions, troubleshooting guides, reports on support tickets, resolution times, and client feedback to identify trends and areas for improvement.

6)      Continuous Improvement: Stay updated on the latest advancements in CNC technology, software updates, and industry best practices. Collaborate with internal teams to enhance technical support processes and optimize customer satisfaction.

7)      Customer Relationship Management: Cultivate strong relationships with clients by delivering exceptional technical support and personalized service. Act as a trusted advisor to clients, offering insights and recommendations to maximize the efficiency and performance of their CNC machining systems.

8)      Basic IT Help Desk Support: Provide auxiliary support for internal IT-related issues. Troubleshoot basic IT problems, including network connectivity issues, computer hardware and software problems, email and printing issues. Conduct routine maintenance and updates on computers and devices.

Qualifications:

·         Associate degree or equivalent technical certification in Mechanical Engineering, Electrical Engineering, or a related field.

·         Proven experience in providing technical support for CNC machining systems, preferably in a manufacturing or industrial environment.            Strong troubleshooting and problem-solving skills.

·         Proficiency in CNC programming, operation, and troubleshooting.

·         Strong knowledge of CAD/CAM software and CNC machine controls (e.g., OSAI, Fanuc, Siemens, Haas).

·         Excellent communication skills, both verbal and written, with the ability to convey technical concepts effectively to clients of varying                  technical backgrounds.

·         Exceptional problem-solving abilities and attention to detail.

·         Willingness to travel occasionally for on-site support and client visits.

·         Customer-focused mindset with a passion for delivering high-quality technical support and building lasting client relationships.

·         A general comfort with IT-related tasks is beneficial. Strong aptitude for troubleshooting and resolving common technical issues                        efficiently. 

Compensation:

·         Competitive salary.

·         Paid time off

·         Professional development opportunities.

·         Comprehensive benefits package, including health insurance and retirement plans.

If you are a dedicated and technically proficient individual looking to contribute to the success of a cutting-edge manufacturing company, we invite you to apply for the Technical Support Associate position at Multiax Technologies.

Multiax Technologies is an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences.

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