Center Technician II

Job Details:

Job Location:

Corporate Headquarters - Charlotte, NC 28278, Position Type:
Full Time, Education Level: High School, Travel Percentage:
Up to 25%, Job Shift: Day, Support Center Technician II

At Okuma America Corporation, we believe exceptional technical support is essential to helping customers maximize productivity and machine performance. As a Support Center Technician II, you will serve as a trusted technical resource for our distributor network, providing advanced troubleshooting expertise and technical guidance that helps keep world‑class CNC machine tools operating at peak efficiency.

This role combines hands‑on technical knowledge, analytical problem‑solving, and customer support excellence. You'll collaborate with distributors, customers, and internal teams to diagnose complex machine issues, support warranty evaluations, develop technical resources, and contribute to continuous improvement initiatives that strengthen the overall service experience.

The identification of Essential Job Functions does not display an exhaustive list of all duties that may be assigned to this position, nor does it restrict the related work that may be assigned to this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide advanced technical support and troubleshooting for electrical, mechanical, and CNC control systems through phone, remote support platforms, and CRM systems.
• Troubleshoot and resolve complex machine tool issues to minimize downtime and maximize customer productivity.
• Review machine and replacement parts warranty claims, evaluating technical documentation and supporting information to determine warranty eligibility and approval.
• Develop, maintain, and enhance Knowledge Base Articles (KBAs) to support Okuma and distributor self‑service initiatives and improve technical support efficiency.
• Participate in an after‑hours support rotation to provide emergency technical assistance to distributors and customers (stipend provided).
• Read, interpret, and apply electrical schematics, mechanical drawings, technical manuals, and engineering specifications to diagnose and resolve equipment issues.
• Collaborate with Engineering, Service, Parts, Applications, and distributor personnel to identify root causes, recommend corrective actions, and improve machine performance and reliability.
• Accurately document troubleshooting activities, technical findings, and resolutions within CRM and service management systems.
• Deliver technical training and support to distributors, customers, and internal personnel through virtual and in‑person learning opportunities.
• Travel occasionally to distributor and customer sites to provide advanced technical assistance, training, and support.
• Adhere to all company employment policies and safe work practices.
• Perform other duties as assigned and proactively identify opportunities to add value and enhance customer satisfaction.

Education

• High School Diploma or equivalent required.
• Trade School certification or Associate Degree in Industrial Maintenance, Machine Tool Electronics, Mechatronics, Electrical Technology, or a related technical field preferred.

Experience

• 3-5 years of machine tool service experience, preferably supporting Okuma CNC machine tools.
• Experience supporting other CNC machine tool brands will also be considered.
• Previous experience providing technical support in a support center, call center, field service, or aftermarket service environment is preferred.

Technical Knowledge

• Strong understanding of CNC machine tool operation, diagnostics, maintenance, and repair.
• Ability to read and interpret electrical schematics, wiring diagrams,…