CNC Support Engineer

WHAT ARE YOU GOING TO DO

In this role you will be providing remote and on-site support for Voortman USA, resolving technical issues, maintaining customer records, and delivering regular reports.

• Accountable for answering high volume of calls from customers or field staff requesting technical support
• Prioritizes service delivery by actively listening to customers or field staff issues and provides helpful guidance to work toward a resolution
• Responds to and archives incoming emails
• Investigates machine malfunctions while gathering information to share with the Engineering Department for continuous improvement of customer experience
• Provides remote online customer support via third-party web-based software applications such as but not limited to TeamViewer, Microsoft Teams, and similar platforms
• Creates, updates, and distributes required status reports
• Ensures accurate and timely updating of customer information in SalesForce
• Completes reports on a weekly basis
• Conducts regular meetings and occasional site visits with customers to assess their continued challenges, address any additional concerns, and provide tailored solutions to solve their problems
• Provides feedback from customers to internal stakeholders to drive product improvements and enhancements Additional duties as assigned by management

WHAT WE OFFER

WHAT WE ASK