Technical Support Representative

— Rancho Dominguez, CA

Job Status: closed This position is no longer available.

Summary

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.

Company

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.

Duties

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

Qualifications

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

DISCLAIMER

The above description is not intended to be interpreted as an exhaustive list of skills, qualifications, and duties for this role. Southwestern Industries, Inc. – TRAK Machine Tools retains the right to change or assign other duties to this position.

Southwestern Industries, Inc. – TRAK Machine Tools is an Equal Opportunity and Affirmative Action Employer. All applicants will receive equal consideration for employment without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status, or other characteristics protected by law.

Southwestern Industries, Inc. – TRAK Machine Tools is committed to providing access and reasonable accommodation in its employment opportunities in accordance with the Americans with Disabilities Act and other applicable laws.

If you are unable to complete this application due to a disability, contact Human Resources to ask for accommodations or an alternative application process.