Job Description
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:
- 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.
- Provides effective technical assistance and repair/warranty of in-field equipment.
- Diagnose/troubleshoot problems in a timely, accurate, and effective manner.
- Grasp customer’s equipment fault descriptions and respond appropriately.
- Interface various equipment/system components accurately and effectively.
- Follow-up with the customer regarding complaints to ensure full and complete satisfaction.
- Provide technical training to customer personnel in areas (i.e., equipment set-up, operation, adjustment, and preventative maintenance).
- Use effective customer service communication skills all levels of an organization.
- Promote customer relations and satisfaction by completing jobs on schedule and by displaying a positive and helpful attitude.
- Perform work in a manner which consistently achieves a high level of customer satisfaction.
- Maintain a high level of service standards.
- Maintain a neat and professional appearance.
- Report all problems involving customer relations to Customer Service Manager.
- Authorize customer service related expenditures within specified parameters.
- 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.
- Conceive and recommend ideas for product changes (through ECR’s) in conjunction with the development of long term solutions to repetitive product problems.
- Possess and improve technical knowledge in order to perform effectively and assist customers and other employees.
- Is knowledgeable of current machine tool product line (electrical, mechanical, controls, software, and operations) and stays current on any new products.
- Share newly acquired or learned information as appropriate.
- Provide technical advice and support to customers and other Komo personnel.
- Timely and complete preparation of reports and documentation.
- Has a complete understanding of cellphones, pagers and voicemail and related software.
- Performs work in compliance with all established customer and Komo safety rules and work practices. Maintains work area in a neat and orderly condition.
- Valid Drivers license and US Passport
- 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