CNC Support Engineer Level 1

Location: Monee

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

WHAT WE OFFER

* 401(k)

* 401(k) matching

* Dental insurance

* Health insurance

* Life insurance

* Paid time off

* Vision insurance

Results-driven customer support specialist skilled in troubleshooting technical challenges, improving service delivery, and providing exceptional support in fast-paced environments

What is your preferred work location?

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 Sales Force application a plus

WHAT ARE YOU GOING TO DOIn this role you will be providing remote and on-site support for Voortman USA, resolving technical issues, maintaining customer records, and delivering regular reports.

Account