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Technical Support Representative for Service - Lombard IL, United States

Introduction

Tornos, a global supplier of Swiss-type and Bar Milling manufacturing equipment, including the tooling, services, spare parts, wear parts, consumables and automation solutions that support these systems. Markets served by Tornos include: Aerospace, automotive, medical, tool and die manufacturing. Headquartered in Lombard, Illinois.

Tornos is an Equal Opportunity Employer M/F/D/V.

Under general supervision of the Service Manager at TTUS, in a call center environment, the Technical Support Representative will provide technical problem resolution as first level support to end-users (customers) by performing a diagnosis. Solutions include, but are not limited to, instructions on how to make the machines turn again or organize support to send a qualified service technician of TTUS out for repair. Verifying also with production and 2nd level support. If necessary, 3rd level the problems and organize the solution. Communicate repeated problems in structured way to the 2nd level Support and if necessary 3 level. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner. Representative will perform related work as required.

Your responsibilities

  • Deliver service and support to end-users (customer) First Level and support Field Service Engineers on second level. Using phone, software, via remote connection or over the Internet;
  • Interact with customers, Tornos Service and Tornos Moutier to provide and process information in response to inquiries, concerns, and requests about products, quality and services;
  • Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;
  • Diagnose and resolve technical issues involving internet connectivity, email clients, IPTV, VOIP and more;
  • Research required information using available resources;
  • Follow standard processes and procedures;
  • Identify and escalate priority issues per process rules;
  • Redirect problems to appropriate resource;
  • Accurately process and record call transactions using a computer and designated software and SAP;
  • Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;
  • Organize ideas and communicate oral messages appropriate to listeners and situations;
  • Follow up and make scheduled call backs to customers and PLM/R&D where necessary;
  • Stay current with system information, changes and updates

Your profile

  • Proper phone etiquette;
  • Ability to speak and write clearly and accurately in English additional option French;
  • Demonstrated proficiency in technical know-how of the metal cutting machine tools such as the products produced by Tornos ideally possessing a Bachelors or a Master in Mechanical Engineering with a concentration in metal cutting machine tools;
  • Knowledge of relevant software and Hardware;
  • Knowledge of customer service principles and practices;
  • Effective listening and summary skills;
  • Willingness to co-operate with others and work to the greater good of Tornos;
  • Multi-tasking capabilities;
  • Minimum 12 hours of weekend working availability on a Saturday or Sunday
  • Must be able to sit for long periods of time and also able to analyze problems if necessary in the field on customer machines
  • Not afraid to travel and visit customers to verify difficult problems and situations
  • Position requires some use of headset/microphone

Contact

Human Resources Manager

Tornos Technologies US Corporation | 840 Parkview Boulevard

Lombard, IL 60148 | USA

T +1 (630) 812 2040 Ext. 2054 | F +1 (630) 812 2039

careers [at] tornos.us