Tech Support II

HEIDENHAIN Corporation; Schaumburg (IL); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Paid time off from day one

Medical coverage

401(k) match

Parental leave

Continuing education reimbursement

Training program and support

Flexible work scheduling

Team environment with activities

Job summary

HEIDENHAIN Corporation in Schaumburg, IL is seeking a Technical Support Specialist to provide expert knowledge of HEIDENHAIN products and solutions to customers, sales and field service, via phone, email, and in person.

You bring 10+ years in technical support or related environments, with proven CNC/automation troubleshooting experience, and you will document all interactions in CRM, support field service, and assist sales with technical guidance.

Qualifications

• Associates degree in Electronics, Industrial Technology, or a related field preferred.
• 10+ years of technical support, field service, manufacturing, automation, or customer support experience.
• 10+ years of troubleshooting CNC, automation, industrial controls, or related equipment.
• 5+ years training, repairing, and/or providing technical assistance of company products or similar (CNC, TNC, DRO, Metrology).
• 5+ years of experience using electronic test equipment such as DVMs, oscilloscopes, and soldering irons.
• Ability to interpret manuals, schematics, and wiring diagrams.
• Strong troubleshooting, analytical, and problem-solving skills with attention to detail.
• Proficiency with Microsoft Office and CRM systems.

Responsibilities

• Provide technical support to customers via phone, email, and in person for product operation and field failures.
• Document all customer interactions in CRM and open service requests for repairs, exchanges, calibrations, field service and warranty cases.
• Support sales and marketing teams with technical guidance and product information.
• Perform supplemental field support, repair support, training, and quality investigations as required.

Skills

CNC troubleshooting

Technical support

CRM documentation

Analytical problem-solving

Education

Associate degree in Electronics / Industrial Technology

Tools

DVMs

Oscilloscopes

Soldering irons

Job description

WHO WE AREHEIDENHAIN is the world’s leader in motion control solutions for high dynamic capital equipment applications including for Machine Tool, Semiconductor, Robotics, Automation, Medical, Energy and Transportation markets. As a foundation company, with headquarters based in Germany and with over 8,000 employees globally, we work to support our customers and business partners in manufacturing and other industrial market segments. We are seeking a highly motivated, self-starting Technical Support professional to be located in our Schaumburg, IL office.YOUR VALUE:The Technical Support Specialist provides expert knowledge of HEIDENHAIN products and solutions to support customers (including OEM, OEI, Dealers, Distributors, and end users), sales, and field service with product inquiries or service requests via telephone, email, web-site inquiries, or in person.WHO YOU AREYou have experience in electronics, machine tool, industrial automation, semiconductor, or manufacturing environments.You have experience providing technical support and exceptional customer service.You have a customer first mindset and are willing to help fulfill customer requirements.You are a people person with the ability to interface and collaborate effectively with internal and external customers.You have an analytical approach to problem solving.WHAT YOU’LL DOYou will communicate directly with customers to provide technical support, product selection guidance, configuration assistance, and troubleshooting of product operation and field failures via telephone, email, and in person.You will be responsible for documenting all customer interactions in CRM, opening service requests for incoming repairs, exchanges, calibrations, field service, warranty and quality escalations, and customer complaints.You will provide technical support to sales and marketing teams.You will perform supplemental field support, repair support, training, technical leadership, and quality investigation duties as required.REQUIREMENTS:Associates degree in Electronics, Industrial Technology, or a related field preferred.10+ years of technical support, field service, manufacturing, automation, or customer support experience.10+ years of experience troubleshooting CNC, automation, industrial controls, or related equipment is strongly preferred.5+ years training, repairing, and/or providing technical assistance of company products or similar. (i.e.. CNC, TNC. DRO, Metrology etc.)5+ years of experience in technical field utilizing electronic test equipment and tools such as DVMs, Oscilloscopes, and Soldering IronsAbility to interpret technical manuals, schematics, and wiring diagrams.Strong troubleshooting, analytical, and problem-solving skills with exceptional attention to detail.Proficiency with Microsoft Office applications and the ability to learn and effectively utilize CRM and other business systems.SOME OF WHAT YOU’LL ENJOYA competitive salary with paid time off benefits available on your first day of employment.An excellent benefits package including top of the line medical coverage, 401K match, parental leave, continuing education reimbursement and much more.Excellent training program and supportFlexible work scheduling in a stable company.A great team environment with fun activities throughout the yearEQUAL OPPORTUNITY EMPLOYERHEIDENHAIN CORPORATION is committed to the principles of equal employment opportunity. Our practices and employment decisions, including those regarding recruitment, hiring, assignment, promotion and compensation, shall not be based on any person’s race, color, creed, religion, national origin, sex, age, ancestry, disability, physical handicap, marital status, sexual orientation, veteran status, citizenship status or other protected group as defined by law.