Controls Support Technician

Looking for a Controls Support Technician for a company that develops intelligent laser processing solutions for manufacturing innovation. The role will be responsible for effectively managing and providing exceptional service support to potential and existing customers. This individual would support customers via remote sessions and onsite process support for service agreements. They will troubleshoot a variety of system issues including electrical, problem-solving, process, software, and applications-related questions.

Responsibilities:

• Answer incoming service calls and emails promptly and professionally to gather information to troubleshoot and resolve system process issues.
• Onsite support for System Health Checkups per service agreements.
• Provide onsite or remote support for operator training or process development.
• Respond to emergency onsite support requests.
• Training on process, software, and applications.
• Parts shipping, RMA’s, Part sales procurement.
• Work with internal customers to resolve systematic issues.
• Provide additional remote support to Field Service Technicians to assist with process/software-related issues.
• Prepare and complete work orders for remote and onsite support.
• Prepare and complete applications-support reports for process-related testing or training.
• Update service records as needed.

Qualifications:

• Technical degree with an electrical focus or relevant experience in lieu of a degree
• Experience and knowledge with Automation/Controls equipment, and components
• Knowledge of Microsoft Office applications, embedded controllers, and related software used to control and operate machine tools
• Excellent verbal and technical writing skills
• Excellent customer service skills