CNC Field Service Technician

PRIMARY OBJECTIVE OF POSITION: To perform a broad range of technical service functions for our CNC customers, including field installation of CNC equipment, repair/warranty of in-field equipment, on-site training and over-the-phone assistance in a manner which will enhance the image and reputation of Komo Machine and its CNC products.

MAJOR AREAS OF ACCOUNTABILITY:

1. Install Komo CNC equipment/systems at various customer locations in a manner which will ensure customer satisfaction and enhance the image and reputation of Komo and its products.
2. Provides effective technical assistance and repair/warranty of in-field equipment.
3. Diagnose/troubleshoot problems in a timely, accurate, and effective manner.
4. Grasp customer’s equipment fault descriptions and respond appropriately.
5. Interface various equipment/system components accurately and effectively.
6. Follow-up with the customer regarding complaints to ensure full and complete satisfaction.
7. Provide technical training to customer personnel in areas (i.e., equipment set-up, operation, adjustment, and preventative maintenance).
8. Use effective customer service communication skills all levels of an organization.
9. Promote customer relations and satisfaction by completing jobs on schedule and by displaying a positive and helpful attitude.
10. Perform work in a manner which consistently achieves a high level of customer satisfaction.
11. Maintain a high level of service standards.
12. Maintain a neat and professional appearance.
13. Report all problems involving customer relations to Customer Service Manager.
14. Authorize customer service related expenditures within specified parameters.
15. Provide technical operational data and other pertinent feedback to enable proper documentation of product performance/quality and to assist in making product improvements and/or modifications.
16. Conceive and recommend ideas for product changes (through ECR’s) in conjunction with the development of long term solutions to repetitive product problems.
17. Possess and improve technical knowledge in order to perform effectively and assist customers and other employees.
18. Is knowledgeable of current machine tool product line (electrical, mechanical, controls, software, and operations) and stays current on any new products.
19. Share newly acquired or learned information as appropriate.
20. Provide technical advice and support to customers and other Komo personnel.
21. Timely and complete preparation of reports and documentation.
22. Has a complete understanding of cellphones, pagers and voicemail and related software.
23. Performs work in compliance with all established customer and Komo safety rules and work practices. Maintains work area in a neat and orderly condition.
24. Valid Drivers license and US Passport
25. Perform related work as apparent or assigned.

QUALIFICATIONS FOR ENTRY:

High school education or equivalent, plus at least 2 years of technical training in CNC machinery technology or related field.

• Strong knowledge of both the electrical and mechanical design and operational features of Komo’s CNC Routers gained through experience.
• Solid background in equipment fault diagnosis and systemic troubleshooting, both electrical and mechanical.
• Ability to read mechanical blueprints and electrical schematics.
• Must possess exceptionally strong customer relations skills and the ability to communicate effectively, both verbally and in writing, with a wide variety of customers, company personnel and others at all levels.
• Ability to travel extensively and be away from home (days, nights, weekends, etc.)

REQUIREMENTS FOR EFFECTIVE PERFORMANCE:

• Thorough knowledge of company, Division and Departmental policies, and procedures as they relate to field/customer service activity.
• Thorough knowledge of both the electrical and mechanical design and operational features of Komo’s machining centers and options.
• Demonstrated ability to perform field/customer service activities in a manner that will enhance the image and reputation of Komo Machine and its products.
• Ability to relate well to others and function as a team member.

ESSENTIAL FUNCTIONS:

• Must be able to lift up to 50 pounds
• Must be able to travel continuously
• Must be able to work independently
• Must be able to work in a variety of work environments