Job Posting for In-house Technician at Diversified Machine Systems Llc
Responsible for engaging with customer via telephone, e-mail, and remote log-in to their machines to diagnose problems and resolve problems with their 3 or 5 axis DMS/FMT CNC routers; track cases using CRM system; utilizes customer and in-house information to resolve customer problems as efficiently as possible.
Communicate with customer for both verbally on the phone and in written email
Takes customer service calls and emails and works to logically and systematically identify and resolve machine failures and faults in efficient manner
Analyze and troubleshoot machine symptoms utilizing information in DMS systems or in consultation with other DMS personnel, or provided by customer (pictures, bill of material, engineering drawings, written problem statements, schematics, wiring and assembly drawings, engineering data)
Documents the status and progress of each customer case in the CRM system
Updates documentation as required for customer records in various company databases
Works with Order Fulfillment department to document needed parts and helps to obtain them and configure them for shipment to the customer
Tracks personal learning progress by completing the In-house training plan; this includes familiarization with all electrical and mechanical aspects of the CNC routers and Fagor controllers
Attends training sessions as needed to advance personal proficiency and knowledge
Provides input for process improvement regarding departmental processes
Other duties as assigned
Associate Degree or equivalent experience in a related technical field
Two years’ experience with basic electronics, CNC maintenance and/or CNC operation and/or mechanics/electrical background
Excellent attendance it required and must be maintained
Excellent interpersonal and communication skills, both in writing and in speech when engaging with the customer and co-workers
Strong analytical and problem-solving skills that can be applied to CNC router trouble-shooting
Ability to work in a fast-paced environment
Able to work in a room with multiple people on the phones
Ability to multi task on a routine basis and utilize time management practices to resolve customer calls and/or complete site visit efficiently
Handle each call/visit in the best interest of both customer and company; engages with customer on the phone and in the field in a professional manner
Resolves issues on the phone correctly and quickly
Adapt to changing assignments as needed
Ability to be self-motivated to achieve training goals
Ability to work with other employees to achieve group commitments and goals
Ability to lift 25 lbs.
Good Vision ability to include: color vision, peripheral vision and depth perception.
Salary.com Estimation for In-house Technician in Colorado, CO
$52,461 to $68,236
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