Technical Support Specialist I for CNC Machinery

Tormach, a 100% employee-owned CNC Machine Tool company, caters to the DIY, R&D, entrepreneur, education, and professional markets, selling affordable CNC machine tools and accessories. Our products are engineered in North America, and at our HQ in Madison, WI.

When you first saw a CNC machine, were you hooked? Do you watch machining videos on YouTube? Are you mechanically inclined, with an interest in engineering, and do you love to geek out over technical details? If so, this job is for you! Are you able to support machine setup and troubleshoot with customers on their Tormach machinery, while improving processes, and collaborating with internal and external folks? Then we need you!!! Can you work with the customer to define their needs, identify business opportunities, and teach them along the way? AWESOME! You will play a crucial part in ensuring customer satisfaction and equipment performance!

Your Essential Functions

· Provide technical support to customers setting up new equipment and installing accessories

· Assist customers with troubleshooting problems on existing equipment

· Document details of interactions with customers for reference and continuous improvement

· Ability to work independently and follow verbal and written instructions

· Strong attention to detail and physical acuity for troubleshooting machinery

· Proficiency in G and M Codes used in CNC mill, lathe, and router operations

· Knowledge of speeds and feed in machining processes

· Ability to troubleshoot electrical and mechanical issues in CNC equipment

· Excellent communication skills to work effectively with customers of varying skill levels

· Proficiency in the Microsoft Office ecosystem

· Familiarity with providing technical support via telephone, email, or video call

What YOU Do

· Operate in a professional office environment with a hybrid approach to remote work

· In-office work is required as the job demands, with scheduled collaborative days and onboarding phases

· Spending time in the R&D area to inspect equipment, which may require lifting (up to 50 lbs.), bending, and kneeling, while on the phone with customers

· Full-time position with work hours from Monday through Friday, 8 a.m. to 5 p.m

· Some weekends and evenings may be required for project-based work or shows

What YOU Bring

· Minimum of a 2-year technical degree in CNC machining, programming, and/or robotics

· Bachelor’s degree in industrial technology, manufacturing, or relevant experience preferred

· Strong math skills

· Minimum of 2-3 years of CNC machining, preferable in Programming, Setup, & Fixturing

· Broad experience with other manufacturing processes

· Experience troubleshooting and repairing equipment

Experience:

Mechanical knowledge: 3 years (Preferred) CNC milling machine repair: 3 years (Preferred) Electrical troubleshooting: 2 years (Preferred)

Ability to Relocate for this Full Time, Hybrid Remote position