Customer Support Engineer

Customer Support Engineer (LASER / PRESS BRAKE)

Wood Dale, Illinois

CUSTOMER SUPPORT ENGINEER (LASER/PRESSBRAKE):

SUMMARY: Primary responsibility is the ability to exercise independent discretion and judgment to train customers on proper machine operation, setup, and part production, either on-site or by conducting formal classroom instruction to the advanced subject level. Secondary responsibility is to exercise independent judgment and discretion to resolve application-related machine operation problems of company/customers, either at the customer’s site or by telephone support.  This includes knowledge and competence of all electrical and some mechanical alignments, the ability to evaluate proper machine performance, operation and job setups as well as being able to advise on the use of setting technology.  Additionally this job function is required to be able to do Laser and Press Brake equipment installations as well as conduct basic electrical and mechanical machinery repair as needed. This position requires significant travel to and from customer locations outside the office location.  Overnight stays are normal and typical during the workweek (Monday through Friday).

RESPONSIBILITIES/TASKS

  • Review, evaluate, and resolve machine maintenance and applications-related problems at customer sites with the overall intention of improving and enhancing the performance of the customer’s laser and/or press brake operation.  Must assume responsibility, exercise discretion and independent judgment to evaluate, diagnose, and provide timely, appropriate responses and resolutions to customer reports, and as necessary, determine whom else at MC Machinery to involve in customer problem solving.

  • Provide process training, both through formal classroom and at customer's site with the overall intention of instructing and/or recommending methods that will improve and/or enhance the performance of the machinery and optimize its usage for their particular needs.  Engineer must be competent to instruct in both Laser and Press Brake product lines to the advanced skill level.

  • Exercise independent judgment and discretion to create solutions for customers in addressing machine maintenance, proper technology, and applications-related problems.  Routinely, such solutions may be provided telephonically.

  • Exercise judgment and discretion to assist in the creation of training programs for customers.

EDUCATION, LICENSES, CERTIFICATIONS:

  • 3 to 5 year experience, or equivalent in the industry either through employment by another machine tool manufacturer as an application engineer or as an operator in the fabrication industry.  Shop experience preferred.
  • CADCAM programming experience required as is the ability to read and interpret blueprints.
 

Job Requirements

SKILLS, KNOWLEDGE, ABILITIES REQUIRED:

  • Ability to work independently and use judgment to determine customer problems without direct supervision.
  • Ability to interact with customers in a way so as to maintain customer confidence in MC Machinery and MC Machinery product.
  • Ability to identify opportunities to sell customers additional MC Machinery product and to sell product in such opportunities.
  • Ability to independently judge customer situations in order to train customers on the best way to optimize the usage of the machine and apply to their particular needs and settings.
  •  Knowledge of Laser and Press Brake equipment maintenance, cutting techniques, programming, controller functions, and troubleshooting techniques, as well as ability to train customers on proper usage of such techniques.
  • Ability to independently diagnose and treat a variety of problems or situations and modify as deemed necessary.
  • Ability to effectively document and communicate ideas, strategies, problems, and solutions in both verbal and written forms to co-workers and customers.
  • Ability to prepare written service reports and other necessary supportive documentation.
  • Ability to travel to various customer locations as necessary.
  • Ability to create strategic and effective solutions to customer’s problems.
  • Comprehensive mastery of applicable industry standards and the ability to draw upon that knowledge to create innovative solutions to customer’s challenges.
  • Comprehensive knowledge of the principles and practices of laser/press brake application engineering to the fabrication industry.
  • Bi-lingual (English-Spanish) competency is not required but highly desired.

MC Machinery Systems, Inc
1500 Michael Drive
Wood Dale, IL 60191
Attn: Human Resources Department
Fax: (630) 860-2978
E-mail: jobs@mcmachinery.com


Equal Opportunity Employer – race, sex, veteran or disability status, gender identity, sexual orientation