Product Technical Support Specialist

About Us:
In the last few years OMTech Laser has grown tremendously in the Laser engraving and cutting space. We are leading the markets with our strong brand and recognition by the Laser Engraving Community. We serve the biggest user community here in the USA. Here at OMTech Laser, we have a dynamic and passionate team that thrives on being proud of our products (Laser/ CNC/ Fiber Cutting machines).
A successful candidate will have an interest in machinery (especially laser), have understanding of basic machine functions, willingness to learn and develop knowledge for our products, posses technical ability, excellent organizational skills, great communication skills, and have grit and determination to achieve results in a fast-paced environment.
Job Description:
The Engraving Machine Operator/ Technical Support is responsible for providing excellent customer service for all customers by utilizing in-depth knowledge of company products and services, as well as communicating effectively with team members within the company. Your typical day will consist of speaking with customers who have purchased machines from our company and in need of technical support help. The ideal candidate clearly has a demonstrable track record of success in delivering high-quality services in a fast-paced environment and importantly the ability to pay attention to details.
Responsibilities:
Daily communications with customers who have purchased machines from our company and in need of technical support
Connect and respond appropriately to customer inquiries by phone and/or email communications to resolve/answer concerns
Our multiple development teams to ensure test coverage
Undertakes/initiates process improvement plans using monthly Warranty/Return Data to investigate the root cause, determine the action to eliminate causes, and manages suppliers and our overseas team to follow up on actions.
Continually work with our overseas team and suppliers to improve product performance, implement process controls, and quality plans.
Implement, enforce, and evaluate policies and procedures; equipment utilization and after sales inventory management.
Analyze process workflow, employee and space requirements and equipment layout
Requirements
Qualifications:
Basic level of electrical and mechanical knowledge required
Ability to learn to troubleshoot machines product ( CNC/ CO2 Laser/Fiber Cutter)
Feel comfortable to help out customers and guide them through problems via phone calls
Experienced in using volt-ohm meter/ electrical-mechanical hand tools
High-level analytical ability to solve problems efficiently via emails/phone calls
High level of interpersonal skills to work independently and effectively with others.
Ability to prioritize and work on multiple detail oriented projects simultaneously.
Ability to work in a fast-paced environment
Ability to learn quickly and follow detailed instructions
Ability to perform data entry and present certain computer skills e.g. operate ERP systems.
Preferred Qualifications:
At least 2 to 3 year experience in Fiber Laser/ Laser Cutter / Co2 Laser/CNC industry (Preferred)
At least 2 to 3 years experience in quality control inspection (Preferred)
Mandarin (Chinese) Language ability - Preferred
Benefits
Paid-time off (Includes Vacation and Sick)
Medical Insurance
Dental Insurance
401(K) match
Employee Referral Program
Job Type: Full-time
Pay: $20.00 - $28.00 per hour
Job Type: Full-time
Salary: $20.00 - $28.00 per hour