Customer Service Representative - Laser Machi

6AM City, LLC; Illinois; On-site; USD 42,000 - 54,000; Full time

Job summary

6AM City, LLC is seeking a Customer Service Representative for Laser Machine Support on-site in Illinois. The role combines customer communication with technical troubleshooting of industrial laser systems, coordinating service requests, and ensuring a positive user experience.

You will handle frontline inquiries via phone, email, and chat, document interactions in CRM, guide users through safety procedures, and work with service engineers on-site installations and maintenance.

Qualifications

• Experience in customer service or technical support.
• Basic understanding of laser machines or CNC equipment.
• Strong problem solving and communication skills.
• Ability to explain technical concepts in clear language.
• Familiarity with CRM systems, ticketing tools, and office software.
• Ability to manage multiple priorities in a fast-paced environment.
• High attention to detail and follow-through.

Responsibilities

• Provide frontline support via phone, email, and chat for laser machine operation and troubleshooting.
• Diagnose basic issues and escalate complex problems to field technicians.
• Guide customers through operational steps and safety procedures.
• Create and manage service tickets with timely follow-up.
• Coordinate on-site repairs, maintenance, or installations with engineers.
• Document interactions and maintain CRM records.
• Educate customers on features, software updates, consumables, and warranty.
• Assist with spare parts orders and identify correct components.
• Monitor recurring issues and relay trends to technical teams.
• Ensure compliance with laser safety standards.

Skills

Customer service

Technical support

Problem solving

Communication skills

CRM systems

Ticketing tools

Attention to detail

Prioritization

Tools

CRM software

Ticketing tools

CAD/CAM software

Job description

Job Description

Customer Service Representative – Laser Machine Support: On-Site in Illinois

Summary

The Customer Service Representative for Laser Machine Support is responsible for assisting customers with technical inquiries, troubleshooting machine issues, coordinating service requests, and ensuring a smooth, positive experience for users of industrial laser equipment. This role blends customer communication, problem solving, and basic technical understanding of laser systems.

Key Responsibilities

• Provide frontline support to customers via phone, email, and chat regarding laser machine operation, maintenance, and troubleshooting.
• Diagnose and resolve basic technical issues, escalating complex problems to field technicians or engineering teams.
• Guide customers through operational steps, safety procedures, and recommended best practices for laser equipment.
• Create and manage service tickets, ensuring timely follow up and resolution.
• Coordinate with service engineers to schedule on site repairs, preventive maintenance, or machine installations.
• Document customer interactions and maintain accurate records in the CRM system.
• Educate customers on machine features, software updates, consumables, and warranty coverage.
• Support spare parts orders, including identifying correct components and processing requests.
• Monitor recurring issues and communicate trends to the technical and product teams.
• Ensure compliance with safety standards, especially those related to laser operation and industrial equipment.

Required Skills & Qualifications

• Experience in customer service, technical support, or equipment service coordination.
• Basic understanding of laser machines, CNC equipment, or industrial machinery (training may be provided).
• Strong problem solving and communication skills.
• Ability to explain technical concepts in clear, simple language.
• Comfortable using CRM systems, ticketing tools, and standard office software.
• Ability to work in a fast paced environment and manage multiple priorities.
• High attention to detail and strong follow through.

Preferred Qualifications

• Experience with CO₂, fiber, or UV laser systems.
• Background in manufacturing, engineering, or machine service.
• Knowledge of machine calibration, optics, or laser safety protocols.
• Familiarity with CAD/CAM software or machine control interfaces.

Physical & Work Environment Requirement

• Ability to communicate with customers for extended periods.
• Occasional handling of small machine parts or accessories.
• Comfortable working with technical documentation and diagrams.