Customer Service Specialist

The Customer Service Specialist serves as a primary point of contact for customers, providing exceptional customer service, technical support, and service coordination for FlexArm, CNC and waterjet equipment. This role is responsible for responding to customer inquiries, troubleshooting equipment issues remotely, coordinating service activities, and ensuring customer concerns are resolved in a timely and professional manner.

Key Responsibilities

• Serve as a primary contact for customers via phone, email, and remote support platforms.
• Respond promptly and professionally to customer inquiries regarding equipment operation, maintenance, and service needs.
• Troubleshoot mechanical, electrical, hydraulic, pneumatic, and control-related issues on FlexArm, CNC and waterjet equipment remotely.
• Assist customers with machine operation, programming, and control system questions.
• Utilize remote support tools such as TeamViewer and other diagnostic software to assist customers in resolving equipment issues.
• Escalate complex issues to Service Technicians or Engineering as appropriate.
• Complete service documentation, reports, and customer records accurately and in a timely manner.
• Utilize CRM, ERP, and other business systems to maintain customer and service information.
• Track open service cases and ensure timely follow-up through resolution.
• Maintain accurate records of customer interactions, service activities, and equipment histories.

Required Qualifications

• High school diploma or GED required.
• Associate degree, technical certification, or equivalent experience in manufacturing, industrial technology, customer service, or a related field preferred.
• Experience supporting FlexArm, CNC machinery, waterjet equipment, industrial automation, or related manufacturing equipment preferred.
• Previous experience in customer service, technical support, service coordination, or a related role preferred.

Skills and Competencies

• Strong troubleshooting and problem-solving abilities.
• Ability to read and interpret technical documentation, electrical schematics, and machine drawings preferred.
• Excellent verbal and written communication skills.
• Strong phone presence and customer-focused mindset.
• Proficiency with Microsoft Office and general business software.
• Experience with CRM and ERP systems preferred.
• Strong organizational skills with the ability to manage multiple priorities.
• Ability to work independently and collaboratively in a fast-paced environment.
• Detail-oriented with a commitment to accuracy and follow-through.

Physical Requirements

• Ability to stand, walk, bend, kneel, and work in manufacturing environments for extended periods.
• Ability to lift and carry up to 50 pounds occasionally.

Work Environment

• Manufacturing and shop-floor environment with exposure to machinery, tools, noise, and varying temperatures.

Pay: $20.00 - $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

Work Location: In person