Job Description
Job Overview:
Hypertherm Associates is looking for a Technical Service Engineer to join the OMAX Waterjet Remote Technical Service Team. You’ll experience our associate-centric culture that offers a healthy work-life balance, great benefits, and a mindset of continuous learning.
As a Technical Service Engineer, you will represent Hypertherm by providing timely and accurate product and application technical support to our customers and partners, in addition to effectively documenting and communicating customer needs to the organization. Service Engineers are integral to the delivery of our total value proposition to customers and Hypertherm’s position as a global leader.
Who you are and the experience you bring:
- Support Hypertherm products for customers through in-house or on-site troubleshooting, consultation or repair to enable system integration, identification of root cause issues, and further customer hands-on knowledge on technical issue resolution.
- Professionally and effectively deliver technical product training to customers covering usage, maintenance and optimization of Hypertherm products to establish and strengthen self-sustaining technical capabilities of customers
- Provide individualized account support to facilitate resolution of account service or application issues and develop a long-term service partnership with target channel partner and end user accounts via phone, email and in person connection
- Professionally document all key work activities with a technical problem-solving and knowledge library building mindset
- Mentor others through on-the-job training, product and process knowledge to foster development of short-term capabilities
- Manage challenging technical issues, collaborating across disciplines in root cause analysis, and implementing plan of actions and milestones provided continuity of support.
- Ability to construct clear verbal and written communications. Communicate effectively with difficult customers.
- Comfortable working in industrial environments and display professional confidence on the job site.
- Troubleshoot and resolve technical issues related to hardware and software.
- Develop and implement strategies for improving technical service user experience.
- Collaborate with R&D teams to collect customer requirements and translate into critical technical qualities and support of new product development.
Required Knowledge/Skills, Education, and Experience
- Bachelor’s Degree in engineering, will consider an associate degree with relevant experience.
- 2+ years of experience working with industrial electrical, mechanical, and/or pneumatic systems.
- 1+ year of experience in a customer facing environment with an interest in learning new technologies.
Preferred experience that differentiates you:
- Expertise in the areas of automation, drives and motors, networking/IT, industrial programming and CNC machine code, or applications engineering is highly desired.
- 2+ years of experience with industrial cutting equipment (plasma, waterjet, laser, oxyfuel) in a technical service or related field.
This position is expected to require 50% travel throughout the US
Why join OMAX?
- Collaborative, 100% employee-owned culture
- Profit-Sharing and Employee Stock Ownership (ESOP)
- Paid Community Service Time
- Strong commitment to Environmental Stewardship
- Stable, growing organization with a no-layoff philosophy
At Hypertherm Associates, we are committed to building an inclusive diverse, flexible, and collaborative environment. If our mission resonates with you, but you don’t meet all posted requirements, we encourage you to still apply. We will evaluate your application materials and may suggest alternative roles that better leverage your strengths and talents. For positions with multiple levels, we will evaluate your prior experience to determine the level within our organization you are best aligned based upon the job applying.
