Service Helpdesk Technician I

The Helpdesk Support Technician I is the first point of contact for customers experiencing electrical, programming, or mechanical issues with JMC equipment. This role is the foundation of the service operation, accurate intake, clear documentation, and reliable follow-through determine how well the entire team can respond.

Joseph Machine Company, located in Dillsburg, PA, is seeking a candidate to join our service team. JMC is a growing OEM of highly automated equipment. We are seeking an experienced service helpdesk technician for our service department. We need candidates who are seasoned in mechanical, electrical, and programming, and customer service. The ability to effectively diagnose and resolve mechanical and electrical problems, interpret technical information, use measuring and diagnostic tools, and follow established service and support procedures. Being comfortable working in a team environment is key., * Minimum 2year technology or college degree

• Strong proficiency in mechanical theory and electrical troubleshooting
• Answer service calls and record all cases in Salesforce
• Follow up on open tickets; confirm resolution with customers after case closure
• Afterhours customer support on a rotating basis
• Resourceful in navigating complex or fragmented documentation to extract accurate technical information under realworld conditions
• Assist the parts department in identifying part numbers for spare parts orders a frequent and detailcritical task
• Basic familiarity with ERP or MRP systems preferred
• Set up new machine computers; configure customerpurchased computers and build installers
• Program Trios, VFDs, and servo drives for outbound shipments (prior experience or demonstrated aptitude required)
• Test and evaluate returned components from the field
• PC troubleshooting proficiency
• Facilitate returned component repairs through the parts department or directly with repair facilities
• Compile and assemble machine manuals for new and legacy equipment as needed, * Technical writing ability a plus
• Occasional travel required
• Occasional support outside the service department as needed
• Must possess good people skills with strong written and verbal communication skills
• Highly organized, detailoriented, and able to manage multiple open cases simultaneously
• Able to work independently and as part of a crossfunctional team
• Having good mechanical/electrical/software aptitude
• Must be dependable, reliable, and hard working
• Basic math skills/ Computer skills
• Ability to read and understand cad drawings of mechanical assemblies.
• Ability to read and understand electrical drawings.
• Must be available to work overtime as needed.
• Requires a high school diploma and/or related experience or comparable abilities.
• Other duties as required

Pulled from the full job description

• 401(k) matching
• Profit sharing, Joseph Machine Company offers commensurate wages, excellent benefits, matching 401K, profit sharing at discretion of employer and a clean, safe work environment in an easily accessible location in northern York County.

Respond with resume outlining your appropriate experience and salary history / requirements. Joseph Machine Company is An Equal Opportunity Employer.

About Joseph Machine Company Inc

At Joseph, we design, build, sell and service advanced automated manufacturing equipment. Family-owned and focused on helping our customers succeed, JMC provides a dynamic work environment where each team member can make an impact while growing personally and professionally. We are looking for people who care. People for whom a job is more than just a place to go during the day. People who are comfortable solving problems, thinking critically and working with their peers to not just get the job done, but do the best job possible.