| Job Description | **Please note the location can be home-based within one hour of one of the following U.S. metropolitan areas: Chicago, Houston, or Dallas.
Overview:
In this key role you'll be a direct link between Hypertherm and our customers and channel sales partners. You’ll provide timely and accurate technical service support to assist customers with technical and product applications issues they have and insure Hypertherm’s position as an industry benchmark for technical services and further promote Hypertherm’s total value proposition.
Responsibilities:
Supports and Troubleshoots all current and obsolete Hypertherm products and components for Channel partners and end users through phone, email, web (e.g. system integration, identification of root cause, knowledge of hands on repair) to ensure timely and accurate resolution to Customer technical needs.
Supports and Troubleshoots all current and obsolete Hypertherm products and components for Channel partners and end users through on-site consultations or hands-on repair (e.g. system integration, identification of root cause) to ensure timely and accurate resolution to Customer technical needs. Travel required could be +60% within the assigned region.
Professionally and effectively communicates through 1/1 and small group knowledge transfer sessions (e.g. machine side, operator training, maintenance) around usage, maintenance and optimization of Hypertherm products in order to strengthen self-sustaining technical capabilities of channel partners and end users.
Provide individualized account support in collaboration with the business and sales teams to facilitate resolution of account service issues and a long-term service partnership with target channel partner and end user accounts. May provide system application solution development and assist in implementation utilizing the customer’s specifications.
Collaborate with global service, product and/or sales teams as required on behalf of channel partners for service support.
Uses corporate information systems to document key work activities (e.g. trip reports, SalesLogix call information, phone system reports) to ensure information is available for future use. Provides clear problem statements and clear history of data collected (both hardware and software) in support of field issues and recreating bugs.
May mentor others through on-the-job training, sharing of product and process knowledge and provide them with available tools to foster development of short-term capabilities
Required Qualifications:
Education:
A minimum of a bachelor’s degree in engineering with 2+ years of experience with industrial cutting equipment (plasma, laser, waterjet, oxyfuel) in technical service or a related field, or an AS degree in Electrical or Computer Engineering or equivalent and 6+ years of experience. This should include an in-depth knowledge of complex electro-mechanical tools, the ability to read electrical schematics, and networking/IT experience.
Knowledge and Skills:
Advanced troubleshooting skills
CNC machine code experience
Advanced knowledge or the ability to rapidly learn all of Hypertherm products and components
Safely, effectively and efficiently operates all Hypertherm equipment
Comfort working in industrial environments
Ability to display professional confidence on the job-site
Ability to work independently
Ability to construct clear verbal and written communications
Demonstrated capability using Microsoft Office Suite
Typing speed of 35 wpm
Ability to communicate effectively with difficult customers in a professional manner
Ability to effectively present in front of groups
Ability to multitask (e.g. phone and typing simultaneously)
Proficient in mathematics and handbook formulas
Ability to independently manage conflict situations |
| | Company | | Hypertherm | Job Code | | State or Province | | Illinois | | |
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