EDM Service Customer Support Technician

EDM Service Customer Support Technician

Wood Dale, Illinois

 

DESCRIPTION:

Summary

Primary responsibility is the ability to exercise independent discretion and judgment to train customers on proper machine operation, and setup, either on-site or by conducting formal classroom instruction to the intermediate skill level.  Some limited application expertise expected.  Next SCS technicians have the responsibility to provide customer support by telephone on general machine operation and part setup issues.  Limited understanding of proper machining technology settings to advise.  Finally this job function is required to occasionally conduct installation of wire and sinker EDM machines. 

RESPONSIBILITIES/TASKS:

  • Review, evaluate, and resolve machine maintenance and applications-related problems at customer sites with limited supervision.  Must assume responsibility and exercise discretion and independent judgment to evaluate, diagnose, and provide timely, appropriate responses and resolutions to customer reports, and as necessary, determine who else at MC Machinery to involve in customer problem solving.
  • Provide adequate training to customers (and in some events other MC Machinery employees) 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. Should be able to train to basic skill level on both wire and sinker product lines.

  • Exercise 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.

  • Perform machine installation (both wire and sinker).  This includes all setup and checkout duties as well as the ability to align, and if necessary conduct entry-level service repair operations.

EDUCATION, LICENSES, CERTIFICATIONS:

  • 1 to 3 years experience in the industry, either through employment by EDM machine tool manufacturer, technical trade school, or as an EDM machine operator in the Die/Mold industry.
  • Associate’s degree in electronics or equivalent.

EXPERIENCE:

In addition to the educational requirement, a basic understanding of the molding industry, and general machine shop operations is preferred.  Also necessary is competency in the use and operation of calipers, micrometers, surface finish gauges, leveling devices, precision indicators, voltmeters, oscilloscopes, soldering irons, and other equipment necessary to perform the job function.

SKILLS, KNOWLEDGE, ABILITIES REQUIRED:

  • Ability to work independently and use judgment to determine customer problems limited 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 products and to sell product in such opportunities.
  •  Some knowledge and abilities to apply the principles, practices, and skills of application engineering to the functionality of electrical discharge machinery.
  • Ability to 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 electrical discharge machinery maintenance, cutting techniques, programming, and controller functions, as well as ability to train customers on proper usage of such techniques.
  • Knowledge and ability to apply industry standards that may not be completely applicable to the work and may require adaptation, modification or deviation.
  • 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.
  • Knowledge of applicable industry standards and the ability to draw upon that knowledge to create innovative solutions to customer’s challenges.
  • Knowledge of the principles and practices of application engineering to electrical discharge machinery.

WORKING CONDITIONS:

A smaller portion of work is performed in a normal office environment, where the noise level is quiet to moderate.  Larger portion of work is performed in a showroom, warehouse or shop environment, where temperatures may not be climate controlled, and will therefore be cooler or hotter than traditional offices.  The noise level may be high in warehouses and shop environments due to the use of various types of equipment.

Hazards:  It is possible that the individual will experience exposure to various climatic conditions and possible injury when working around machinery and electrical equipment.  The hazards may include exposure to fumes, vapors, grease, oil, dust, etc.  All safety requirements must be followed carefully.

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

Those interested can forward a resume directly to jobs@mcmachinery.com.