Support Center Technician II

Support Center Technician II

At Okuma America Corporation, we believe exceptional technical support is essential to helping customers maximize productivity and machine performance. As a Support Center Technician II, you will serve as a trusted technical resource for our distributor network, providing advanced troubleshooting expertise and technical guidance that helps keep world-class CNC machine tools operating at peak efficiency.

This role combines hands-on technical knowledge, analytical problem-solving, and customer support excellence. You'll collaborate with distributors, customers, and internal teams to diagnose complex machine issues, support warranty evaluations, develop technical resources, and contribute to continuous improvement initiatives that strengthen the overall service experience.

The identification of Essential Job Functions does not display an exhaustive list of all duties that may be assigned to this position, nor does it restrict the related work that may be assigned to this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

How You'll Make an Impact

- Provide advanced technical support and troubleshooting for electrical, mechanical, and CNC control systems through phone, remote support platforms, and CRM systems.

- Troubleshoot and resolve complex machine tool issues to minimize downtime and maximize customer productivity.

- Review machine and replacement parts warranty claims, evaluating technical documentation and supporting information to determine warranty eligibility and approval.

- Develop, maintain, and enhance Knowledge Base Articles (KBAs) to support Okuma and distributor self-service initiatives and improve technical support efficiency.

- Participate in an after-hours support rotation to provide emergency technical assistance to distributors and customers (stipend provided).

- Read, interpret, and apply electrical schematics, mechanical drawings, technical manuals, and engineering specifications to diagnose and resolve equipment issues.

- Collaborate with Engineering, Service, Parts, Applications, and distributor personnel to identify root causes, recommend corrective actions, and improve machine performance and reliability.

- Accurately document troubleshooting activities, technical findings, and resolutions within CRM and service management systems.

- Deliver technical training and support to distributors, customers, and internal personnel through virtual and in-person learning opportunities.

- Travel occasionally to distributor and customer sites to provide advanced technical assistance, training, and support.

- Adhere to all company employment policies and safe work practices.

- Perform other duties as assigned and proactively identify opportunities to add value and enhance customer satisfaction.

Preferred Qualifications & Skills

Education

- High School Diploma or equivalent required.

- Trade School certification or Associate Degree in Industrial Maintenance, Machine Tool Electronics, Mechatronics, Electrical Technology, or a related technical field preferred.

Experience

- 3-5 years of machine tool service experience, preferably supporting Okuma CNC machine tools.

- Experience supporting other CNC machine tool brands will also be considered.

- Previous experience providing technical support in a support center, call center, field service, or aftermarket service environment is preferred.

Technical Knowledge

- Strong understanding of CNC machine tool operation, diagnostics, maintenance, and repair.

- Ability to read and interpret electrical schematics, wiring diagrams, mechanical drawings, and technical documentation.

- Knowledge of servo systems, CNC controls, PLCs, hydraulics, pneumatics, electrical controls, and machine tool mechanics.

- Experience utilizing CRM systems and electronic technical documentation resources.

Professional Skills

- Excellent troubleshooting and analytical problem-solving abilities.

- Strong verbal and written communication skills with the ability to explain complex technical concepts clearly.

- Customer-focused mindset with a commitment to delivering exceptional service.

- Ability to manage multiple priorities and technical issues in a fast-paced environment.

- Strong collaboration and relationship-building skills.

- Self-motivated learner with a continuous improvement mindset.

The Okuma Difference

At Okuma, innovation is more than a goal. It is part of who we are. As one of the world's leading manufacturers of CNC machine tools, we invest in advanced technology, employee development, and strong customer relationships. Our team members enjoy a collaborative environment where knowledge sharing, continuous learning, and professional growth are encouraged.

When you join Okuma, you become part of an organization that values excellence, teamwork, integrity, and a commitment to helping both employees and customers succeed. You'll have the opportunity to make a meaningful impact on workplace safety, employee well-being, and organizational success.

Supporting Your Success

At Okuma, we invest in our employees' well-being and professional growth. Our comprehensive benefits package includes structured bonus opportunities, a pension plan, 401(k), medical, dental, and vision coverage, company-paid disability insurance, flexible spending accounts, wellness and gym reimbursement programs, tuition reimbursement, generous paid time off, paid holidays, parental leave, and flexible scheduling options.

Equal Opportunity & Accommodations

Okuma America Corporation is an Equal Opportunity Employer and is committed to fostering an inclusive workplace. Qualified applicants will be considered for employment without regard to any status protected by applicable law.

Reasonable accommodations may be made to enable qualified individuals with disabilities to participate in the application process and perform the essential functions of the position.

This job description is intended to describe the general nature and level of work being performed and is not intended to be an exhaustive list of all responsibilities, duties, or qualifications required. Responsibilities may change based on business needs.

Qualifications

Experience/Training/Education
• High School diploma or equivalent required, Trade School or Associate’s degree in Industrial Maintenance, Machine Tool Electronics, or similar field preferred
• 3-5 years of machine tool service experience; preferably Okuma machine tools, and field service experience. Can be non-Okuma machine tools and call center service experience, but hands-on training on OSP control is necessary.

Knowledge/Skills/Abilities
General:
• Exceptional organizational skills with the ability to multitask and manage a range of responsibilities and competing priorities while working under pressure to meet deadlines
• Superb time management and organizational skills with the ability to meet regular and frequent deadlines

Technical:
• Technical aptitude to work on electrica/control systems and understand CNC controls, with a solid knowledge of the contruction of Okuma's vast product base (both current and legacy).

Communication:
• Excellent verbal and written communication skills, as well as exceptional listening skills
• Exceptional ability to speak and write effectively in a business environment
• Exceptional ability to ask necessary questions

Math & Reasoning:
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Ability to carry out instructions furnished in written, oral, or diagram form
• Ability to manage multiple projects simultaneously and willingness to adapt to change and take initiative
Physical and Environmental Elements
Physical Demands:
• Ability to sit continuously for over 3/4 of normal work shift, and stand, walk, and reach with hands and arms for at least 1/4 of the normal work shift
• Ability to lift and carry, push, or pull up to 25 pounds
• Ability to stoop, crouch and reach
• Ability to talk or hear continuously
• Ability to see clearly to do all work-related tasks (clear or corrected vision at 20 inches or less)
• Finger dexterity is required frequently for over 3/4 of the normal work shift including operating a phone, computer/ electronic equipment

Work Environment:
• Position is typically performed in the office environment with standard equipment and moderate noise levels (examples: computers, printers, fax, copiers, light traffic, and phone)
• Position will occasionally interact with the production/warehouse environment. Thus, the employee may work in an open warehouse area where temperatures may be subject to outdoor conditions in terms of cold and heat. There is exposure to various tools and equipment as well as forklift operations and corresponding noise levels

Special Requirements
• Maintain annual OSHA safety certifications as required by job duties
• Driving record that is insurable
• May need to travel occasionally (up to 10%)