CNC Support Engineer Level 1. Monee Move Collective

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 Team Viewer, Microsoft Teams, and similar platforms
• Creates, updates, and distributes required status reports
• Ensures accurate and timely updating of customer information in Sales Force
• 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

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

• 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 Sales Force application a plus