Advanced CNC Support Technician II

Okuma Corp.; Greycrest (NC); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Structured bonus opportunities

Pension plan

401(k)

Medical, dental, and vision coverage

Company-paid disability insurance

Flexible spending accounts

Wellness and gym reimbursement

Tuition reimbursement

Generous paid time off

Paid holidays

Parental leave

Flexible scheduling

Job summary

Okuma America Corporation seeks a Support Center Technician II to provide advanced troubleshooting and technical guidance for CNC machine tools within a distributor network. You will diagnose complex machine issues, support warranty evaluations, and contribute to knowledge-base resources to enhance self-service efforts.

You will collaborate with Engineering, Service, Parts, and applications teams, document findings in CRM, and sometimes travel to customer sites for hands-on assistance.

Qualifications

• 3-5 years of machine tool service experience, preferably Okuma CNC machine tools.
• Ability to read and interpret electrical schematics, wiring diagrams, mechanical drawings, and technical documentation.
• Knowledge of servo systems, CNC controls, PLCs, hydraulics, pneumatics, electrical controls, and machine tool mechanics.
• Experience utilizing CRM systems and electronic technical documentation resources.

Responsibilities

• Provide advanced technical support and troubleshooting for electrical, mechanical, and CNC control systems through phone, remote support platforms, and CRM systems.
• Troubleshoot and resolve complex machine tool issues to minimize downtime and maximize customer productivity.
• Review machine and replacement parts warranty claims, evaluating technical documentation and supporting information to determine warranty eligibility and approval.
• Develop, maintain, and enhance Knowledge Base Articles (KBAs) to support Okuma and distributor self-service initiatives and improve technical support efficiency.
• Participate in an after-hours support rotation to provide emergency technical assistance to distributors and customers (stipend provided).
• Read, interpret, and apply electrical schematics, mechanical drawings, technical manuals, and engineering specifications to diagnose and resolve equipment issues.
• Collaborate with Engineering, Service, Parts, Applications, and distributor personnel to identify root causes, recommend corrective actions, and improve machine performance and reliability.
• Accurately document troubleshooting activities, technical findings, and resolutions within CRM and service management systems.
• Deliver technical training and support to distributors, customers, and internal personnel through virtual and in-person learning opportunities.
• Travel occasionally to distributor and customer sites to provide advanced technical assistance, training, and support.

Skills

CNC controls

Electrical systems

CRM systems

Customer service

Troubleshooting

Education

High School Diploma

Trade School Certification

Associate Degree in Industrial Maintenance

Tools

CRM systems

Job description

Okuma America Corporation seeks a Support Center Technician II to provide advanced troubleshooting and technical guidance for CNC machine tools within a distributor network. You will diagnose complex machine issues, support warranty evaluations, and contribute to knowledge-base resources to enhance self-service efforts.

You will collaborate with Engineering, Service, Parts, and applications teams, document findings in CRM, and sometimes travel to customer sites for hands-on assistance.