Tech Support Representative

Job Description

Company

TRAK Machine Tools is a manufacturer of CNC Machines used in the field of metalworking. We manufacture a CNC known as the ProtoTRAK that is focused on toolroom applications. We also sell and support a line of machines that feature the SINUMERIK ONE CNC from Siemens for production applications. The CNCs are integrated into machine tools, retrofits, and upgrade products. Our main office is in Rancho Dominguez, CA just south of Los Angeles off the 91 and 710 freeways. We also have a manufacturing facility in Henderson, Nevada. We have customers all over North America as well as distribution in Europe and Asia. For more information about the company, see our website at

Job Overview

TRAK Machine Tools is seeking a knowledgeable and organized individual for the role of Technical Support Representative. This individual will focus on the line of production machines that feature the SINUMERIK ONE CNC. The successful candidate for this role will have strong communication skills, both written and verbal. In addition, we seek an individual who can assimilate the required knowledge over the course of a few months owing either to experience or education in a related field.

Responsibilities:

Maintain expertise in the service and installation of TRAK machine tools and CNCs.

Respond to requests for support for technical issues.

Anticipate and prepare for technical support challenges in the field.

Train Field Service Technicians on product technology.

Handle calls that have been escalated by Customer Service Reps and management.

Write procedures and work with Technical Writers as the subject matter expert.

Documenting cases and resolutions into CRM.

Minimum Requirements:

3+ years’ experience in machine tools and control systems.

Strong communication skills, both written and verbal

Highly organized

Ability to multi-task, prioritize and manage time.

Able to lift up to 50 lbs., walk long distances.

Able to work on machines which may entail bending, lifting, pushing and climbing.

Able to travel occasionally.

Qualifications:

Excellent written and verbal skills in English

Microsoft Office & Microsoft Office Suite – Word, Excel, PowerPoint, Outlook, Teams

Adapt to fast-paced environment, meeting deadlines

Good people skills

AS minimum, BS or BA a plus

DISCLAIMER

The above description is not intended to be interpreted as an exhaustive list of skills, qualifications, and duties for this role. Southwestern Industries, Inc. – TRAK Machine Tools retains the right to change or assign other duties to this position.

Southwestern Industries, Inc. – TRAK Machine Tools is an Equal Opportunity and Affirmative Action Employer. All applicants will receive equal consideration for employment without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status, or other characteristics protected by law.

Southwestern Industries, Inc. – TRAK Machine Tools is committed to providing access and reasonable accommodation in its employment opportunities in accordance with the Americans with Disabilities Act and other applicable laws.

If you are unable to complete this application due to a disability, contact Human Resources to ask for accommodations or an alternative application process.