Software Support Technician

POSITION SUMMARY:

Support Amada Software Users and will perform software support tasks with a team of other software support team members. Position does require some type of Sheet Metal CNC Machine Operation experience and/or CNC Programming experience. Support Amada Solution Software Applications consisting of CAD/CAM Software, Nesting Software, DNC Communication Software, Bending offline programming Software and other areas. Daily general responsibilities and tasks consisting of troubleshooting, installation and supporting customers from the first stages of design to final stages of output code in relation to Press Brakes, Lasers, Turrets, Combination Punch/Lasers machines.

ESSENTIAL FUNCTIONS:

• Diagnose, troubleshoot, document, data entry, review, research, verify, consult, advise, install, answerphones, answer emails, log cases/tickets, software application continues learning, Windows, hardware and networking continuous learning.
• Escalate cases/tickets to provide and ensure customer satisfaction and resolution.
• Be a part of team that is a primary point of contact for Technical Support for our Software Solution Applications.
• Ask customers targeted questions to understand the root of a problem quickly.
• Talk to clients through a series of actions, preferably via phone or email and chat, until the technical issue is solved.
• Prioritize and manage several open issues at one time. Follow up with customers to ensure they are fully functional after troubleshooting.
• Provide prompt and accurate feedback to customers.
• Ensure all issues are properly logged.
• Ability to provide both verbal and written step by step technical assistance.
• Maintain a professional relationship with customers.

KNOWLEDGE:

• CAD/CAM software knowledge in any of the following AP100US, Fabriwin, Dr.ABE Bend, Dr.ABE_Blank, Dr ABE Tube, Sheetworks, Solidworks, VPSS3i Blank, VPSS3i Bend, Punch Turret, Laser Cutting, Nesting,
• Bending Concept Communication DNC Concept Manufacturing, Engineering, Design Concept
• Microsoft Outlook, Word, Excel, Windows XP, Windows 7, Windows 10, Windows 11 Windows Server, Windows Advanced, Network IT Experience, C++ & .net experience
• Bilingual inSpanish is a plus

SKILLS:

• CNC Programming specifically CAD/CAM software knowledge
• CNC Machine: Press Brake, Turret, Laser, Nesting
• Bending Simulation Program Experience
• Communication DNC software experience
• Basic to Intermediate computer technical skills
• Network IT Experience, C++ & .net experience
• Bilingual in Spanish is a plus

EXPERIENCE/QUALIFICATIONS:

• Ability to read blue prints or 2D or 3D files or assemblies and interpret for fabrication.
• Knowledge of measurement instruments.
• Must have G-Code, M-Code knowledge for Amada equipment listed above.
• Familiar with M-Codes for non-standard tools (if required) to manage and maintain standardization on all machines.
• Proven self-starter with high sense of ownership and initiative.
• Hands on experience with Windows OS Environments
• IT Background experience or education

PAY RATE: $40-$43/HR

BENEFITS:

• Medical
• Dental
• Vision
• 401(K)
• Life Insurance
• Guardian Gap Insurance
• Employee Assistance Program
• Long Term Disability