Manufacturing Support
Location: Rochester, NY
Industry: Machine Tools / Manufacturing Equipment
Position Overview
We are seeking a mechanically inclined Manufacturing Support Specialist to provide technical assistance to customers and Field Service Engineers working with CNC machine tools and industrial equipment.
This position is ideal for someone with strong mechanical aptitude, hands-on troubleshooting experience, and the ability to diagnose equipment issues and communicate solutions clearly. CNC or Fanuc experience is a plus, but the most important qualities are mechanical problem-solving skills, curiosity, and the ability to learn new equipment.
Key Responsibilities
- Provide technical and troubleshooting support to customers and Field Service Engineers regarding machine operation, controls, and equipment functionality.
- Troubleshoot mechanical and electrical issues involving CNC machine tools and related equipment.
- Assist customers in identifying the cause of equipment problems and provide guidance on appropriate repairs or adjustments.
- Use technical manuals, engineering documentation, and other resources to research and resolve technical issues.
- Work closely with Engineering and Service teams to investigate difficult or recurring equipment problems.
- Document field issues and communicate equipment failures, design concerns, and potential improvements to management and Engineering.
- Develop and maintain procedures for the repair, replacement, and adjustment of machine components.
- Assist with technical training for customers and Field Service personnel on machine operation and troubleshooting.
- Support customers with questions regarding spare parts, components, and replacement procedures.
- Provide professional and informative technical support through phone, email, and other forms of communication.
- Participate in product improvement discussions and make recommendations to improve equipment reliability and serviceability.
- Stay current on new equipment, products, controls, and service procedures.
- Assist with technical bulletins and documentation communicating equipment updates or service procedures.
- Perform other technical and service-related duties as assigned.
Qualifications
- Technical degree, trade school background, or equivalent hands-on experience preferred.
- 2+ years of mechanical, maintenance, field service, manufacturing, machine-building, or equipment troubleshooting experience.
- Strong mechanical aptitude and ability to diagnose problems logically.
- Comfortable working with mechanical components, machinery, motors, sensors, and related equipment.
- Ability to read and understand technical manuals, diagrams, drawings, and documentation.
- Basic electrical troubleshooting knowledge is preferred.
- Experience using common diagnostic tools such as multimeters is a plus.
- CNC, machine tool, Fanuc, automation, hydraulics, pneumatics, or CAD/CAM experience is a plus but not required.
- Strong verbal and written communication skills.
- Customer-service oriented with the ability to remain professional while helping customers resolve technical problems.
- Comfortable learning complex machinery and becoming a technical resource for customers and service personnel.
- Proficient with Microsoft Office and general computer applications.
- Willingness to occasionally travel domestically or internationally as needed.
What We're Looking For
The ideal candidate is someone who likes figuring out how things work. They may come from industrial maintenance, field service, machine building, automotive, manufacturing, electromechanical, or another hands-on technical environment.
CNC experience is a bonus — mechanical aptitude and troubleshooting ability are the priority.