Technical Support Representative

— Rancho Dominguez, CA

Job Status: closed This position is no longer available.


The Customer Service Group provides after-sales care to customers.  The Technical Support Specialist has responsibility to handle more advanced technical issues that relate to the operation of the CNC machine tools, thereby playing a key role in assuring a positive customer experience throughout the life of the products.


TRAK Machine Tools is a manufacturer of machine tools and CNCs for metalworking. Our products are marketed under the ProtoTRAK brand name and they are specialized for applications in which machinists and engineers make parts in small quantities. We are integrating 3D Printers into our value-added sales and support process. Our headquarters and manufacturing are in Rancho Dominguez, CA, near the intersection of the 91 and 710 freeways.

Job Overview

As a Technical Support Representative, this person is responsible for the day-to-day support of our Mill, Lathe and Machining Center customers. Customers will email, call and contact through on-line Chat requesting assistance in bringing a machine back up to operational status or to schedule a Field Service Technician. The ideal candidate is a natural problem solver who is confident and enjoys interacting with people. The TSR should be an outgoing individual who can think on their feet, learn to resolve technical issues quickly and communicate in plain English, with patience and empathy.

  • Assist customers and technicians over the phone with software/electrical/mechanical issues with TRAK products
  • Assisting with scheduling service technician visits
  • Creating support tickets via ERP system
  • Ordering of parts and creating RMAs for returned items for field service as well as direct customers
  • Experience with CNC machines a bonus, but not required
  • Hands-on mechanical repair experience preferred
  • Excellent oral and written communication skills
  • Strong problem resolution and analysis skills
  • Able to adapt easily and multi task
  • Attention to detail and accuracy is a must
  • Team player