• Job Description

  Req#: 247362

  Job Details

  Job Location: Okuma America Corporation - CHARLOTTE, NC

  Position Type: Full Time

  Education Level: High School

  Salary Range: Undisclosed

  Travel Percentage: Negligible

  Job Shift: Day

  Job Category: Customer Service

  Description

  Job Description Summary

  The Support Center Technician III at Okuma America Corporation is responsible for providing level 3 technical support to our distributor network (Customer support center).

  
  The identification of Essential Job Functions does not display an exhaustive list of all duties that may be assigned to this position, nor does it restrict the related work that may be assigned to this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  Essential Job Functions & Responsibilities

  
  · Provide up to Level 3 Technical support on mechanical problems (phone, CRM, and Constant Care

  · Create service documentation

  · Review machine and exchange warranties

  · Provide technical training for distributors and/ or customers

  · Technically review machine and exchange parts warranty orders to determine approval based on provided information

  · Create service KBA (Knowledge Base Articles) for Okuma and distribution self-service initiatives

  · Provide After-hours service support on rotational basis (stipend provided)

  · Must be able to work well under pressure, deal with many problems in the same day, be able to work with all Okuma's business systems, and problem solve at a high level

  · Adheres to all company employment policies and safe practices

  · Performs other duties as assigned and explores opportunities to add value

  Qualifications

  
  

  Experience/Training/Education

  · Trade School – Mechanical system study preferred

  · High School or Equivalent

  · 3-5 years of related work experience

  · Intermediate Knowledge of CNC Machining

  Knowledge/Skills/Abilities

  General:

  · Must effectively prioritize and manage multiple responsibilities

  · The individual must be able to work independently and take ownership of their work product

  · Good communication skills

  Technical:

  
  · Experience with Microsoft Office Suite (Excel, Word, Teams)

  · Technical aptitude to work on electrical control systems and understand CNC controls, with a solid knowledge of the construction of Okuma's vast product base (both current and legacy).

  Communication:

  · Excellent verbal and written communication skills, as well as exceptional listening skills

  · Exceptional ability to speak and write effectively in a business environment

  · Exceptional ability to ask necessary questions

  
  Math & Reasoning:

  · Ability to define problems, collect data, establish facts, and draw valid conclusions

  · Ability to carry out instructions furnished in written, oral, or diagram form

  · Ability to manage multiple projects simultaneously and willingness to adapt to change and take initiative

  
  Physical and Environmental Elements

  Physical Demands:

  · Ability to sit continuously for over 3/4 of normal work shift, and stand, walk, and reach with hands and arms for at least 1/4 of the normal work shift

  · Ability to lift and carry, push, or pull up to 10 pounds

  · Ability to stoop, crouch and reach

  · Ability to talk or hear continuously

  · Ability to see clearly to do all work-related tasks (clear or corrected vision at 20 inches or less)

  · Ability to operate a vehicle and possess a valid driver’s license

  · Finger dexterity is required frequently for over 3/4 of the normal work shift including operating a phone, computer/ electronic equipment

  
  Work Environment:

  · Position is typically performed in the office environment with standard equipment and moderate noise levels (examples: computers, printers, fax, copiers, light traffic, and phone)

  · Position will occasionally interact with the production/warehouse environment. Thus, the employee may work in an open warehouse area where temperatures may be subject to outdoor conditions in terms of cold and heat. There is exposure to various tools and equipment as well as forklift operations and corresponding noise levels

  
  Special Requirements

  · Maintain annual OSHA safety certifications as required by job duties

  · Driving record that is insurable

  · Live within a commutable distance of the corporate office

• About the company

  Okuma America Corporation helps users gain competitive advantage through the open possibilities of our CNC machine tools and advanced technologies.

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