Technical Support Specialist - Remote in Mason, OH at Makino Inc. Location *

**Location:**

**Experience:**

Not Specified **Job Description**

Makino is a world leader in metal-cutting and machining technology. As a leader in advanced manufacturing machine tool technology, Makino enables its customers to realize the highest level of quality with the fastest time to market. When companies make the parts that matter for automotive, aerospace, medical, die-mold and other industries worldwide, they make them with Makino.

**SUMMARY**

A Technical Support Specialist is a member of the Customer Support Department whose primary object is to act as the Subject Matter Expert on Makino equipment and peripherals and project that technical expertise into the field with technology as appropriate.

**ESSENTIAL DUTIES & RESPONSIBILITIES**

* Provide technical support through all available mediums for customer maintenance personnel, Distributors, Independent Service Providers (ISPs), and Field Service Engineers (FSEs).

* Triage machine issues with a focus on rapid resolution and return to production.

* Identify when on-site service is required and work with the regional schedulers to identify and dispatch the appropriate field resource.

* Prepare dispatched ISPs and FSEs with appropriate knowledge and documentation for assigned tasks

* Utilize and evaluate digital tools such as augmented and blended reality for the projection of technical expertise

* Collaborate with Makino Technical Services, Makino Asia Support and Makino Engineering as a part of Product Readiness efforts, to resolve complex machine issues, and drive design improvements.

* Occasional travel to customers required to troubleshoot, repair machines, or train FSEs.

* Occasional travel to Makino Mason and locations abroad for knowledge transfer on new machine platforms and technology

* Identify escalating issues and notify appropriate management stakeholders.

* Identify, and order or quote parts as deemed necessary through troubleshooting in support of field service and customer maintenance personnel.

* Create RGAs for the return of unused parts from field repairs

* Leverage the regular contact with service providers and customers to assist Regional Management by contributing feedback of FSE performance and historical perspective on job circumstances when negotiation becomes necessary.

* Maintain and update documentation, processes, procedures, and job aids developed during field service activities as part of continuous improvement of service delivery

* Use and update Customer Support SharePoint site, online storage drives, and History Folders with pertinent information

* Provide developmental guidance to FSEs in rotational phone support role.

* Be the focal point of machine technical knowledge for new product releases and revisions

* Identify and communicate parts stocking needs both for new release products and for existing products as the machine design changes in collaboration with Material Control/Parts Group.

**QUALIFICATIONS:**

* Excellent communication and customer relation skills with a focus on tactful and persuasive discussions with customers, service engineers, peers, and management

* Technical knowledge and logical troubleshooting across multiple machine platforms

* Ability to prioritize multiple activities understanding the influence on short- and long-term relationships with customers and the impact these have on company performance

* Information literacy (effectively utilizing company databases, including ServiceDoc, MILK, KnowledgeBase, Metrix/FSM and SAP)

* Digital literacy (understand and utilize basic concepts of computing, networking, augmented reality, and multimedia to communicate across all available platforms effectively)

* Technological fluency (leverage digital and information literacy to maximize effectiveness in projecting technical capabilities to customers and front-line service engineers)

* Project leadership

**EDUCATION & EXPERIENCE**

* Associates degree in engineering or related technical field with a minimum of 3 years experience in the machine tool or related industry, or a minimum 5 years practical Field Service experience in the precision machine tool industry.

**PHYSICAL DEMANDS** The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions **.**While performing the responsibilities of this position,

* The individual is required to speak and hear and often required to sit and use their hands and fingers to handle or feel.

* Frequent physical requirements include standing, walking, reaching with arms and hands, climbing or balancing, stooping, kneeling, crouching and crawling. Vision abilities required by this job include close vision.

* Individual is frequently required to manually lift or move heavy material (5-50 pounds) from a variety of positions. Heavier material maneuvering is also required which can be done with the use of cranes, fork lifts or other means.

* Ability to meet deadlines is often required.

* Occasional national and international travel is required.

**WORK ENVIRONMENT** The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* Individuals are often exposed to noise, dust, heat, oil and other elements plus travel conditions, with one or the other present to the extent of being disagreeable.

We believe that the interests of our company and people are inseparable and we are committed to developing a diverse team of creative and independent professionals. Employees enjoy a stable work environment from a company with years of success and growth in the machine tool industry.

Makino offers competitive pay, generous benefits and ongoing training.

**Makino is proud to be an EEO/M/F/Disabled/Vets employer**