Job Description
The successful applicant will join our technical team in a key role providing onsite and remote technical services to our CNC manufacturing clients, specifically those using Mastercam.
You will be comfortable functioning in a team atmosphere, training end users and helping them improve their processes. You are able to communicate with a wide variety of people within organizations who possess varying degrees of technical knowledge. This role requires you to travel to our customer locations between 50-70% of the time with occasional overnight travel. When not travelling to customer locations, you will be able to work remotely from a home office.
Key Duties & Responsibilities
- Regularly provide support at customer locations including software installation, implementation, training, and troubleshooting
- Independently assess customer needs and provide detailed scopes for quoting purposes
- Communicate with sales to identify customer training or software update needs
- Provide troubleshooting assistance and resolve technical issues via phone, email or onsite to our valued CNC customers, specifically those using Mastercam
- Provide mentoring and training to users in order to implement identified strategies
- Identify strategies, workarounds and advanced capabilities to address user needs
- Provide application, programming, computer, and networking support
- Maintain documentation of customer visits and interactions, including the completion of tasks and associated responsibilities
- Maintain current knowledge on all software versions and applications
- Attend regular, virtual meetings with the Technical Solutions Department to review new accounts and brainstorm strategies
- Learn new product and service offerings and assist with training our team
Education & Skills
- Post-secondary education in mechanical technology, machinist/toolmaker/moldmaker ticket, or equivalent
- A minimum of three (3) years of experience with CAM software for CNC machining (ideally Mastercam). Hands-on experience with CAD software would be an asset
- General computer and networking knowledge required
- Experience with machine tool communications would be an asset
- Strong customer service orientation with the ability to communicate with a variety of technical and non-technical personnel
- High willingness and patience to train and teach others
- Must possess a valid G license and have access to own reliable vehicle as you will be required to be on-site at customer locations 50-70% of the time within Alberta (Reimbursement for mileage, expenses and cell phone is provided)
Location
The ideal candidate will be located in the Calgary, Red Deer or Edmonton, Alberta area
