CNC Support Technician

What are you going to do? In this role you will be providing remote and on-site support for Voortman USA, resolving technical issues, maintaining customer records, and delivering regular reports. Accountable for answering high volume of calls from customers or field staff requesting technical support. Prioritizes service delivery by actively listening to customers or field staff issues and provides helpful guidance to work toward a resolution. Responds to and archives incoming emails Investigates machine malfunctions while gathering information to share with the Engineering Department for continuous improvement of customer experience. Provides remote online customer support via third-party web-based software applications such as but not limited to TeamViewer, Microsoft Teams, and similar platforms. Creates, updates, and distributes required status reports. Ensures accurate and timely updating of customer information in Salesforce Completes reports on a weekly basis Conducts regular meetings and occasional site visits with customers to assess their continued challenges, address any additional concerns, and provide tailored solutions to solve their problems Provides feedback from customers to internal stakeholders to drive product improvements and enhancements Additional duties as assigned by management We ask A valid driver's license, passport, and the ability for international travel required High school diploma or equivalent needed Must be able to read electrical, hydraulic, and mechanical drawing or manuals Strong problem-solving abilities to analyze potentially complex issues, identify solutions, and implement them effectively Preferred: A driven, customer-centric mindset with professional experience working in the computerized numerical control (CNC) machinery industry at a minimum two years required Must have excellent communication ability including being able to speak, read, and write the English language to interact effectively with internal and external customers mandatory Computer proficiency (i.e., Microsoft Office – Word, Excel and Outlook, Teams, etc.) at least two years Must be able to work in a sometimes noisy, collaborative team environment Experience using SalesForce application a plus We offer Flextime policy Paid Time Off (i.e., PTO) that can be used as it’s accrued Paid Holidays effective date of hire Medical insurance (i.e., three plans available, PPO, HMO*, and PPO with HSA) effective date of hire Dental care Vision care 100% Voortman USA LLC paid life insurance Additional voluntary life insurance option 100% Voortman USA LLC paid short-term disability 50/50 premium split between Voortman USA LLC and employee for long-term disability (i.e., LTD) 401K plan available with Company contribution About Voortman Join Voortman – As part of a global organization headquartered in the Netherlands with more than 750 employees worldwide, Voortman offers the opportunity to collaborate…