Product Support Specialist

Product Support Specialist

HEIDENHAIN is the world's leader in motion control solutions for high dynamic capital equipment applications including for Machine Tool, Semiconductor, Robotics, Automation, Medical, Energy and Transportation markets. As a foundation company, with headquarters based in Germany and with over 8,000 employees globally, we work to support our customers and business partners in manufacturing and other industrial market segments. We are seeking a highly motivated, self-starting Technical Support professional to be located in our Schaumburg, IL office.

The Technical Support Specialist provides expert knowledge of HEIDENHAIN products and solutions to support customers (including OEM, OEI, Dealers, Distributors, and end users), sales, and field service with product inquiries or service requests via telephone, email, web-site inquiries, or in person.

You have experience in electronics, machine tool, industrial automation, semiconductor, or manufacturing environments.

You have experience providing technical support and exceptional customer service.

You have a customer first mindset and are willing to help fulfill customer requirements.

You are a people person with the ability to interface and collaborate effectively with internal and external customers.

You have an analytical approach to problem solving.

You will communicate directly with customers to provide technical support, product selection guidance, configuration assistance, and troubleshooting of product operation and field failures via telephone, email, and in person.

You will be responsible for documenting all customer interactions in CRM, opening service requests for incoming repairs, exchanges, calibrations, field service, warranty and quality escalations, and customer complaints.

You will provide technical support to sales and marketing teams.

You will perform supplemental field support, repair support, training, technical leadership, and quality investigation duties as required.

Associates degree in Electronics, Industrial Technology, or a related field preferred.

10+ years of technical support, field service, manufacturing, automation, or customer support experience.

10+ years of experience troubleshooting CNC, automation, industrial controls, or related equipment is strongly preferred.

5+ years training, repairing, and/or providing technical assistance of company products or similar. (i.e.. CNC, TNC. DRO, Metrology etc.)

5+ years of experience in technical field utilizing electronic test equipment and tools such as DVMs, Oscilloscopes, and Soldering Irons

Ability to interpret technical manuals, schematics, and wiring diagrams.

Strong troubleshooting, analytical, and problem-solving skills with exceptional attention to detail.

Proficiency with Microsoft Office applications and the ability to learn and effectively utilize CRM and other business systems.

A competitive salary with paid time off benefits available on your first day of employment.

An excellent benefits package including top of the line medical coverage, 401K match, parental leave, continuing education reimbursement and much more.

Excellent training program and support

Flexible work scheduling in a stable company.

A great team environment with fun activities throughout the year

HEIDENHAIN CORPORATION is committed to the principles of equal employment opportunity. Our practices and employment decisions, including those regarding recruitment, hiring, assignment, promotion and compensation, shall not be based on any person's race, color, creed, religion, national origin, sex, age, ancestry, disability, physical handicap, marital status, sexual orientation, veteran status, citizenship status or other protected group as defined by law.