Technical Support Specialist
Company: Makino Inc
Location: Myrtle Point
Posted on: March 19, 2023
Job Description:
Makino is a world leader in metal-cutting and machining
technology. As a leader in advanced manufacturing machine tool
technology, Makino enables its customers to realize the highest
level of quality with the fastest time to market. When companies
make the parts that matter for automotive, aerospace, medical,
die-mold and other industries worldwide, they make them with
Makino.
SUMMARY
A Technical Support Specialist is a member of the Customer Support
Department whose primary object is to act as the Subject Matter
Expert on Makino equipment and peripherals and project that
technical expertise into the field with technology as
appropriate.
ESSENTIAL DUTIES & RESPONSIBILITIES
- Provide technical support through all available mediums for
customer maintenance personnel, Distributors, Independent Service
Providers (ISPs), and Field Service Engineers (FSEs).
- Triage machine issues with a focus on rapid resolution and
return to production.
- Identify when on-site service is required and work with the
regional schedulers to identify and dispatch the appropriate field
resource.
- Prepare dispatched ISPs and FSEs with appropriate knowledge and
documentation for assigned tasks
- Utilize and evaluate digital tools such as augmented and
blended reality for the projection of technical expertise
- Collaborate with Makino Technical Services, Makino Asia Support
and Makino Engineering as a part of Product Readiness efforts, to
resolve complex machine issues, and drive design
improvements.
- Occasional travel to customers required to troubleshoot, repair
machines, or train FSEs.
- Occasional travel to Makino Mason and locations abroad for
knowledge transfer on new machine platforms and technology
- Identify escalating issues and notify appropriate management
stakeholders.
- Identify, and order or quote parts as deemed necessary through
troubleshooting in support of field service and customer
maintenance personnel.
- Create RGAs for the return of unused parts from field
repairs
- Leverage the regular contact with service providers and
customers to assist Regional Management by contributing feedback of
FSE performance and historical perspective on job circumstances
when negotiation becomes necessary.
- Maintain and update documentation, processes, procedures, and
job aids developed during field service activities as part of
continuous improvement of service delivery
- Use and update Customer Support SharePoint site, online storage
drives, and History Folders with pertinent information
- Provide developmental guidance to FSE's in rotational phone
support role.
- Be the focal point of machine technical knowledge for new
product releases and revisions
- Identify and communicate parts stocking needs both for new
release products and for existing products as the machine design
changes in collaboration with Material Control/Parts Group.
QUALIFICATIONS:
- Excellent communication and customer relation skills with a
focus on tactful and persuasive discussions with customers, service
engineers, peers, and management
- Technical knowledge and logical troubleshooting across multiple
machine platforms
- Ability to prioritize multiple activities understanding the
influence on short- and long-term relationships with customers and
the impact these have on company performance
- Information literacy (effectively utilizing company databases,
including ServiceDoc, MILK, KnowledgeBase, Metrix/FSM and
SAP)
- Digital literacy (understand and utilize basic concepts of
computing, networking, augmented reality, and multimedia to
communicate across all available platforms effectively)
- Technological fluency (leverage digital and information
literacy to maximize effectiveness in projecting technical
capabilities to customers and front-line service
engineers)
- Project leadership
EDUCATION & EXPERIENCE
- Associates degree in engineering or related technical field
with a minimum of 3 years experience in the machine tool or related
industry, or a minimum 5 years practical Field Service experience
in the precision machine tool industry.
We believe that the interests of our company and people are
inseparable and we are committed to developing a diverse team of
creative and independent professionals. Employees enjoy a stable
work environment from a company with years of success and growth in
the machine tool industry.
Makino offers competitive pay, generous benefits and ongoing
training.
Makino is proud to be an EEO/M/F/Disabled/Vets employer
Keywords: Makino Inc, Medford , Technical Support Specialist, IT / Software / Systems , Myrtle Point, Oregon
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