Technical Support Coordinator & Employee Owner Wanted!!
Summary:
Join our team as a Technical Support Coordinator, where you will be the primary contact for machining and CNC customers, managing technical inquiries and coordinating field service visits. Your role includes providing technical assistance, maintaining detailed records, and collaborating with technical teams to enhance customer satisfaction. You'll also gather and analyze customer feedback to continuously improve the customer experience. We offer a competitive salary, comprehensive benefits, and opportunities for professional growth. Apply now to contribute to our mission of delivering exceptional customer service and technical support in the machining and CNC industry.
Essential Functions:
· Serve as the primary point of contact for machining and CNC customers, handling technical inquiries via phone, email, and chat.
· Coordinate field service visits, ensuring efficient scheduling and timely service delivery.
· Manage and track technical support requests, providing updates and resolutions promptly.
· Offer technical assistance to customers, resolving light technical issues and escalating complex cases as needed.
· Maintain detailed records of customer interactions, service schedules, and technical support cases.
· Collaborate with technical and field service teams to address customer needs and improve service processes.
· Follow up with customers post-service to ensure satisfaction and address any further concerns.
· Collect and analyze customer feedback to identify areas for improvement and enhance the overall customer experience.
· Keep abreast of product knowledge, industry trends, and company policies to enhance technical support.
· Contribute to continuous improvement initiatives by providing feedback and suggestions.
Competencies:
· High school diploma or equivalent; a degree in a relevant field is a plus.
· Experience in technical support coordination, preferably within the machining or CNC industry.
· Basic understanding of machining and CNC processes and equipment.
· Strong organizational and scheduling skills.
· Excellent communication and interpersonal skills.
· Ability to handle technical inquiries and provide light technical support.
· Proficient in using customer service software and other relevant tools.
· Detail-oriented with strong problem-solving abilities.
· Ability to work independently and collaboratively within a team.
· Passion for delivering exceptional customer experiences and improving service quality.
Work Environment:
This role operates in a professional office environment with a hybrid approach to remote work. In-office work is required as the job demands, with scheduled collaborative days and onboarding phases.
Position Type and Expected Hours of Work:
This is a full-time position with work hours from Monday through Friday, 8 a.m. to 5 p.m. Some weekends and evenings may be required for project-based work.
Who is Tormach
Based in Madison, WI, Tormach is a growing entrepreneurial company! We are 100% employee-owned company and new hires are automatically enrolled in the ESOP program. We’re proud to be an Equal Opportunity Employer, and make employment decisions without regard to race, color, religion, sex, national origin, veteran status, disability, or any other protected class.
Our story is all about helping people make things. We empower ideas. We make affordable machine tools and support them with top notch software, customer service and educational resources. We’re committed to being one of the top CNC equipment providers, serving research and development departments, prototyping shops, hobbyists, educational institutions, makerspaces and small production facilities.
Read more at: www.Tormach.com
Interested? Send resume, references, and salary requirements to: HR at Tormach.com
Job Type: Full-time
Pay: $47,000.00 - $52,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible schedule
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Professional development assistance
- Retirement plan
- Tuition reimbursement
- Vision insurance
Experience level:
Schedule:
Application Question(s):
- Have you done any service scheduling with end-customers? If so, how many years of experience?
- Do you have any experience with ticketing software? If so, which have you used?
- Please provide us with your salary range expectations for this role!
Experience:
- call center: 1 year (Preferred)
- software troubleshooting: 1 year (Preferred)
- CNC, 3D printing, machining, or lathe: 1 year (Preferred)
Ability to Relocate:
- Madison, WI 53718: Relocate before starting work (Required)
Work Location: Hybrid remote in Madison, WI 53718