Software Support Specialist (75% Travel)

Job Description

Systems Software Support Engineer

Type: 6-Month Contract-to-Hire

Location: Mason/Cincinnati, Ohio | 75% travel after training period

Eligibility: US Permanent Residency is required. No C2C. Driver’s License required

THIS ROLE REQUIRES 75% TRAVEL

Summary

The Systems Software Support Engineer supports several of our clients’ digital products, including the integration of Company’s digital systems and machining centers into customer’s manufacturing facility network architectures. The Support Engineer is responsible for the configuration, installation, maintenance and support of the Company’s digital products, which include the automation cell controller software systems and the machine monitoring integrated software systems. The installation of the proprietary systems requires visits to customer facilities and extensive coordination with customer manufacturing and IT personnel to successfully complete the installation.

A Systems Software Support Engineer must be able to communicate and effectively interact with other technical groups and customers as the position includes the support and training of customers on the use of the Company’s digital products and the troubleshooting of customer issues with these products.

QUALIFICATIONS AND SKILLS

• A 2-year associate's degree in an engineering or computing discipline or equivalent work experience is recommended. Experience with the CNC Machining Center environment and automated systems would be a plus.
• An in-depth understanding of Company’s products [machining center and digital] and services including experience with Fanuc CNC controls.
• An understanding of the NC programming constructs for the Fanuc CNC control systems.
• An in-depth understanding of Microsoft Windows O/S platforms (i.e. Windows 10, Windows 11 & Windows Server platforms) including configuration, installation, recovery & support.
• Experience in TCP/IP networking and Ethernet cable architecture.
• Experience with IT related responsibilities and network Domain architectures.
• Capable of executing tasks and projects with limited supervision.
• Exceptional phone support and software/hardware troubleshooting skills.
• Proficient in Microsoft Word, Excel, Access, Outlook, Project and PowerPoint.
• Ability to work with a variety of functions within the business, including sales, service, and engineering.
• Experience with Structured Query Language (SQL), Database structure, installation & support (Microsoft SQL 2005 Express, 2014 Express, 2017 Express, 2019 Express & PostgreSQL).
• Effective verbal and written communication skills that includes both communications internal stakeholders and customer base.
• Willingness to travel up to 70% after the initial training period.

ESSENTIAL DUTIES, RESPONSIBILITIES and AUTHORITIES - Others may be assigned.

• Configure, install and support proprietary digital products that include cell controller software systems and machine monitoring software systems. This includes the configuration and setup of a Microsoft Windows-based PC at both Mason and customer locations.
• Setup and configuration of the machining centers connected to the digital products. This includes the setting of parameters and the installation of resource data, such as NC programs, in the machine control system to support the integration of the digital products.
• Provide technical support to resolve issues/problems with Company’s digital products. The support includes both on site and by phone for all existing installations.
• Work with customers to define the initial requirements of the automated machining systems that incorporate digital products and provide suggestions for changes and improvements as may be needed that meet the customer’s requirements.
• Perform detailed testing and debug of new digital software products and updated versions of existing products prior to field release as well as after release.
• Perform training for digital products, both in the office and at the customer location as required.
• Setup and configuration of machining center options requiring PC-based support knowledge to complete the setup process.
• Provide professional and technical assistance to sales engineers, regional managers, and distributor sales personnel in answering customer questions and providing demonstrations of digital products as necessary.
• Develop, document, and maintain configurations and installation documents for digital products following the Company “MAP” procedures.