Careers

Job Responsibilities

• Coordinate Technical Support Team to take care of customer issues in a timely manner. • Provides phone and online technical support to CMI customers and Field Service Technicians answering questions about machine assembly, troubleshooting/repair. • Respond to questions about part numbers, identifying correct parts and assemblies. • Determine pricing and availability of parts, processing quotations and orders as required. • Assist Technical Support team with parts, paperwork, and organization of work-in-progress. • Create and maintain effective processes within the Service Department to ensure internal and external customer satisfaction. • Supports customer retention through audits of service quality, response time, call completion, and costs. • Interacts with internal and external customers in a timely and professional manner. • Ensures immediate response to customer complaints and disputes. • Enter service orders into the system and track throughout the entire process. • Provide support for incoming technical calls and emails. • Provide customers with accurate information and quotes including Service rates. • Train and lead efforts to develop Technical Support Specialists. • Processes and maintains all service paperwork consistently and timely. • Support department goals and budget in alignment with the financial and operational objectives. • Supports development of knowledge base system for use internally to aid in the diagnosis of machine issues. • Help develop Service Department Standard Operating Procedures (SOP’s). • Participates in the development and implementation of Service Department processes. • Demonstrate the Company Core Values daily. • Other duties and responsibilities as assigned.

Requirements

• Associate’s degree in related area or equivalent combination of education and experience preferred. • Minimum 2+ years of experience in a fast-paced Service Department. • Excellent Customer Relation Skills. • Team building and communication skills with an ability to coach and mentor team members. • Must be willing to learn technical competencies to support solving technical issues. • Administrative skills too and ability to efficiently manage paperwork flow. • Technical proficiency in Microsoft Office Suite (Word, Excel, Outlook). • Must be initiative-taking, goal orientated with the ability to prioritize activities. • Ability to travel domestically with limited international travel. Travel required approximately 10%. • Must have a valid Driver’s License and clean driving record. • Excellent communication skills both written and verbal. • Ability to multi-task in a challenging environment. • High-level of organizational skills. • Detail Orientated. • Excellent mechanical aptitude including strong electrical and hydraulic system skills are a plus. • Basic machining skills including sawing, drilling, and milling are a plus. • Experience troubleshooting electrical (24vdc – 480vac) and hydraulic circuitry a plus. • Experience with PLC’s, VFD’s, HMI’s and Servo’s a plus. • Ability to read and understand schematics and diagrams a plus. Pay: $64,000.00 - $70,000.00 per year Benefits: • 401(k) • 401(k) matching • Dental insurance • Employee assistance program • Flexible spending account • Health insurance • Health savings account • Life insurance • Paid time off • Tuition reimbursement • Vision insurance Experience: • Schematics: 1 year (Required) • Machining Skills: 1 year (Required) • Accelerated Service Department: 2 years (Required) • Electrical and Hydraulic: 2 years (Required) This job description reflects management's assignment of essential functions, it does not prescribe or restrict the tasks that may be assigned.