Technical Service Technician ? CAM Solutions

Technical Service Technician ��" CAM Solutions
Our team is based in Lockport, NY and we are open to team members working remotely.� In this key role, you'll be a direct link between Hypertherm and our end users and channel sales partners for process optimization software (MTC) that allows parts to be nested and to apply the optimal cutting techniques.� You�� ll generate CNC code and help set an industry benchmark by providing timely and accurate technical service support and training.� You will also continuously improve internal and external documentation while standardizing as many machine configurations as possible to strengthen our position with all cutting processes.

RESPONSIBILITIES:

Customer Support:

-Supports and troubleshoots all current MTC products for Channel partners and end users through phone, email, and web to ensure timely and accurate resolution to Customer technical needs
-Provide support for all supported machine configurations including advanced applications such as bevel, secondary posts, and new machine configurations
-Handles escalated calls relating to advanced applications
-Provide satisfaction survey to receive feedback on training effectiveness and areas to improve.

Training:

-Professionally and effectively train all new and existing prospects, customers, and Channel Partners utilizing standard training outline.



Documentation:

-Uses corporate information systems to document key work activities (e.g. bug database, customer database call information, Knowledge Base) to ensure information is available for future use
-In addition to our core products provides training/setup/support for all supported processes

Testing:

-Provides spot and sanity testing for all current and NR products and document all bugs in bug database

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Requirements:
� REQUIREMENTS:

-Associates Degree (BS preferred) with a technical concentration (CS, IS or Engineering)
-Advanced trouble-shooting skills
-Technical Service experience with automated machine control S/W for plasma cutting, water jet, laser, punching or related products
-Understanding of SQL and strong Excel skills including pivot tables and macros
-Strong writing and customer service skills

PREFERRED: �
Bachelors Degree with a technical concentration