Technical Support Representative

Please note: This is not an IT or Software Support role. This position focuses on hardware support for WAZER waterjet machines. Candidates should have experience with mechanical systems, hardware maintenance, or machine operation rather than IT infrastructure or computer systems.WHY WE NEED YOU:WAZER re-invents waterjet cutters. Our ground-breaking small-footprint waterjet cutters bring universal cutting with digital precision to every workshop, big or tiny. Creating such a unique product line was no easy feat, but since then we have proven the product and are scaling up!We are looking for energetic, adaptable and clever team members that can think on their feet to solve problems that pop up as well as work to continuously improve our systems and processes. Tired of being just a cog in a larger process? Take ownership of your work and help bring this product to its many eager customers, while having an opportunity for career growth and development.YOUR DAILY ROLE:This role is split between two main focuses: first is to provide Technical Support to WAZER Users, while the second is to maintain test setups in the WAZER testing program. The majority of your day will be interacting with customers to help troubleshoot and resolve issues.TECHNICAL SUPPORT DAILY ROLECommunicate with customers to help solve their machine issues.Provide email, telephone and video technical support for customers in aspects such as hardware, software and workflow.Deescalate sensitive situations with customers.Document customer problems and the actions taken to solve themWork with Product Development engineers to develop short term and long term solutionsDevelop proactive web support content to help users solve common issues you've seen repeatedlyMaintain an inventory of parts and machines in the warehouse.You will be integral in building up long term systems and procedures as we growWAZER TEST PROGRAM DAILY ROLEMaintain test rigs in operation and proactively improve test setupsCollect and record data in a thorough and organized mannerWork with Product Engineers to understand failures that ariseMaintain an organized work and file spaceAD-HOC RESPONSIBILITIESWarehouse duties will be required related to machines coming in for testing or leavingAid in the refurbishment of machinesPackaging machines for customers as neededMaintain inventory of relevant partsMUST HAVE QUALIFICATIONS:Must have experience regularly repairing and maintaining electromechanical systemsMust be a quick learner when it comes to mechanicsA systematic and process oriented thinker and not solution mindedStrong technical and written communication skillsFast typer and very comfortable navigating the MS and Google suitesComfortable leading feedback sessions with other team membersEnjoy a good brainstorm sessionExperience maintaining Inventory in a warehouse settingWell-organized and willing to work independentlyAbility to commute to Yonkers, NYFamiliarity with 2D CAD - can open and manipulate and existing sketchComfortable with at least one digital manufacturing tool: laser cutter, plasma cutter, 3d printer, or cnc mill.Strong sense of personal organizationAbility to lift heavy (~60lbs) objects alone and team lift heavy (~120lbs) objects with another personDon't mind getting your hands dirtyNICE TO HAVE QUALIFICATIONS:Have worked with CRM systems (zendesk, salesforce, etc)You are a maker, a hacker, a craftsperson, tinkerer, or generally curious and creativeCan break down a system and identify what makes it work the way it doesDegree/Experience in a technical area, for example architecture, engineering, industrial design, science, and metalworking, etc.Highly functional at 2D CADTrade or technical backgroundWebsite Editing skills (squarespace blog pages)Passion about WAZER's mission of bringing affordable digital cutting solutions to makers, small business, artisans, and schools.While it would be great to bring on experienced talent for this role, we'll accept any qualified candidate. If you are passionate about our mission, are good at what you do, and want to learn quickly don't hesitate to contact us. Be open about what you don't know and what you excel at, and we'll do our best to evaluate this with our specific needs!COMPENSATION:Employee Health Insurance, Paid Vacation, Paid Holidays, Paid Sick Days, Opportunities for Overtime, WAZER equity (stock options), Opportunity for advancement in a fast-growing company.

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