CNC Support Engineer Level 1

WHAT ARE YOU GOING TO DO

In this role you will be providing remote and on-site support for Voortman USA, resolving technical issues, maintaining customer records, and delivering regular reports.

• Accountable for answering high volume of calls from customers or field staff requesting technical support
• Prioritizes service delivery by actively listening to customers or field staff issues and provides helpful guidance to work toward a resolution
• Responds to and archives incoming emails
• Investigates machine malfunctions while gathering information to share with the Engineering Department for continuous improvement of customer experience
• Provides remote online customer support via third-party web-based software applications such as but not limited to TeamViewer, Microsoft Teams, and similar platforms
• Creates, updates, and distributes required status reports
• Ensures accurate and timely updating of customer information in SalesForce
• Completes reports on a weekly basis
• Conducts regular meetings and occasional site visits with customers to assess their continued challenges, address any additional concerns, and provide tailored solutions to solve their problems
• Provides feedback from customers to internal stakeholders to drive product improvements and enhancements Additional duties as assigned by management

WHAT WE OFFER

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

WHAT WE ASK

• A valid driver's license, passport, and the ability for international travel required
• High school diploma or equivalent needed
• Must be able to read electrical, hydraulic, and mechanical drawing or manuals
• Strong problem-solving abilities to analyze potentially complex issues, identify solutions, and implement them effectively
• Preferred: A driven, customer-centric mindset with professional experience working in the computerized numerical control (CNC) machinery industry at a minimum two years required
• Must have excellent communication ability including being able to speak, read, and write the English language to interact effectively with internal and external customers mandatory
• Computer proficiency (i.e., Microsoft Office – Word, Excel and Outlook, Teams, etc.) at least two years
• Must be able to work in a sometimes noisy, collaborative team environment
• Experience using SalesForce application a plus