Our client is the world leader in the engineering, design, and manufacturing of advanced arc welding solutions, automated joining, assembly and cutting systems, plasma and oxy-fuel cutting equipment. Headquartered in Cleveland, Ohio, our client has 71 manufacturing locations in 21 countries and a worldwide network of distributors and sales offices serving customers in over 160 countries.

As part of a continuing legacy, working at our client will give you the opportunity to contribute to a new generation of innovation and experience the pride that comes with being part of the solution to world challenges.

 

Business Unit(s):

The team is responsible for providing automated robotic plasma cutting solutions, primarily for use in the structural steel market.

 

The Service department is responsible for providing technical support to direct end-user customers for service/maintenance contracts and warranty-related solutions, as well as troubleshooting and problem-solving with respect to customer issues.

 

The team is expected to deliver results while contributing to our client’s ongoing business activities and priorities, as well as meeting internal and external customer requirements in a timely, discreet, and ethical manner.

 

Major Responsibilities:

• Must be able to converse in the English language at a high level, both written and spoken.

• Global technical support, both via the Call-Center and onsite, for client’s Plasma Cutting equipment.

• Responsibilities include technical phone/email/Skype support during normal business hours and periodic overnight support via 24/7 phone system.

• Onsite responsibilities include commissioning and training of customers during installation of the machine, mechanical and electrical troubleshooting, calibration and review of completed production units, and other services as required.

• The person in this position must be highly technical, with an understanding of electrical, mechanical, pneumatic, and robotic systems, and the ability to troubleshoot complex problems.

• Must have strong communication skills; This position has contact with a variety of people and personalities at all levels, requiring the role to manage both up and down, as well as develop relationships with our clients.

• Understands the Mission Critical nature of our customer base; promotes an exceptional service experience that ensures all customers are treated in a professional and consistent manner and aligns priorities to ensure minimal downtime on machines.

• To actively participate in company, staff, or individual one-on-one meetings on an ongoing basis for the purposes of effective teamwork, enhanced communication, and progressive cooperation strategies within the department, as well as other departments across the company.

• To continually contribute to the profitability of the company and ongoing business operations by initiating, recommending, and implementing continuous improvement strategies and initiatives.

• To fully abide and actively support our client’s Environmental Health & Safety policies, practices, and procedures with respect to protecting the environment, the conservation of natural resources, and the Health & Safety of all employees.

• To conduct any general duties, specific projects, and responsibilities as assigned or required by the Service Manager in a timely and professional manner.

 

POSITION REQUIREMENTS & FACTORS

Minimum Experience & Training Requirement:

• Excellent communication skills in English, both verbal and written.

• 2-5 years of technical service or maintenance experience in a manufacturing environment.

• Understanding of industrial environments, automation, engineering and production processes, mechanical, electrical, and pneumatic systems.

• Experience and/or knowledge of Plasma cutting or the steel fabrication industry also an asset.

• Must have Valid Passport and ability to travel internationally up to 50%.

• High level of integrity, confidentiality, and accountability; Strong organizational skills.

• Effective computer skills; Microsoft Office and Computer Aided Design (CAD) Software."