CNC Support Technician

What are you going to do? In this role you will be providing remote and on-site support for Voortman USA, resolving technical issues, maintaining customer records, and delivering regular reports. Accountable for answering high volume of calls from customers or field staff requesting technical support. Prioritizes service delivery by actively listening to customers or field staff issues and provides helpful guidance to work toward a resolution. Responds to and archives incoming emails Investigates machine malfunctions while gathering information to share with the Engineering Department for continuous improvement of customer experience. Provides remote online customer support via third-party web-based software applications such as but not limited to TeamViewer, Microsoft Teams, and similar platforms. Creates, updates, and distributes required status reports. Ensures accurate and timely updating of customer information in Salesforce Completes reports on a weekly basis Conducts regular meetings and occasional site visits with customers to assess their continued challenges, address any additional concerns, and provide tailored solutions to solve their problems Provides feedback from customers to internal stakeholders to drive product improvements and enhancements Additional duties as assigned by management We ask A valid driver's license, passport, and the ability for international travel requiredHigh school diploma or equivalent neededMust be able to read electrical, hydraulic, and mechanical drawing or manualsStrong problem-solving abilities to analyze potentially complex issues, identify solutions, and implement them effectivelyPreferred: A driven, customer-centric mindset with professional experience working in the computerized numerical control (CNC) machinery industry at a minimum two years requiredMust have excellent communication ability including being able to speak, read, and write the English language to interact effectively with internal and external customers mandatoryComputer proficiency (i.e., Microsoft Office – Word, Excel and Outlook, Teams, etc.) at least two yearsMust be able to work in a sometimes noisy, collaborative team environmentExperience using SalesForce application a plus We offer Flextime policyPaid Time Off (i.e., PTO) that can be used as it’s accruedPaid Holidays effective date of hireMedical insurance (i.e., three plans available, PPO, HMO*, and PPO with HSA) effective date of hireDental careVision care100% Voortman USA LLC paid life insuranceAdditional voluntary life insurance option100% Voortman USA LLC paid short-term disability50/50 premium split between Voortman USA LLC and employee for long-term disability (i.e., LTD)401K plan available with Company contribution About Voortman Join Voortman – As part of a global organization headquartered in the Netherlands with more than 750 employees worldwide, Voortman offers the opportunity to collaborate across international teams, gain exposure to global expertise, and build a career within a well-established and innovative leader in the steel processing industry. Having recently moved into our new, state-of-the-art production facility and offices, Voortman is entering an exciting new phase of growth in the United States. This milestone reflects our ongoing commitment to expanding our presence across North America, enhancing our capabilities, and delivering even greater value to our customers. As we scale our operations, we are rapidly growing our team and actively seeking talented, driven individuals who are eager to contribute to a dynamic and forward-thinking organization. This is a unique opportunity to join Voortman at a pivotal moment and play a key role in shaping the future of our U.S. operations. Be part of our next chapter. Grow with Voortman.