Job Description
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Summary
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Cutlite America’s (CLA) Remote Support Technician will provide remote support for customers operating Cutlite Penta fiber laser cutting machines throughout North America.
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The primary objective of the Service Team is to provide remarkable customer experiences and world-class remote support. The Remote Support Technician will serve as a first point of contact for customers and Field Service Technicians by diagnosing machine issues, guiding troubleshooting activities, documenting solutions, and coordinating additional support when an issue cannot be resolved remotely.
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This is primarily a back-office technical support position with limited travel. The ideal candidate combines hands-on fiber laser or CNC equipment experience with strong troubleshooting, communication, and customer-service skills.
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Job Title: Remote Support Technician
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Department: Operations
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Reports to: Service Manager
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Collaborates with: Field Service Technicians, Application Engineer, Parts, and Customers.
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Responsibilities
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- Provide technical support to Cutlite customers by phone, email, video, and remote support software.
- Serve as the first point of contact for assigned machine issues and determine the appropriate troubleshooting or escalation path.
- Guide customers and Field Service Technicians through systematic troubleshooting and corrective actions.
- Provide support for Cutlite fiber laser machines, cutting heads, laser sources, chillers, dust collectors, automation systems, and related equipment.
- Diagnose electrical, mechanical, software, cutting-process, and machine-control issues using available diagnostic information.
- Create, manage, and update customer-support tickets in HubSpot with accurate machine information, troubleshooting activities, parts requirements, and resolution details.
- Maintain consistent communication with customers throughout the service process and provide timely status updates until the issue is resolved or transferred.
- Determine when an issue requires escalation to the Service Manager to coordinate a Field Service Technician, Cutlite Penta, or another equipment supplier.
- Coordinate with the Service Manager when an on-site service visit is required and provide the assigned technician with complete diagnostic information.
- Work closely with the Parts Department to identify required parts, confirm part numbers, and communicate the urgency of customer needs.
- Assist customers and technicians with machine startup, programming, operating questions, and basic cutting-application support.
- Review machine alarms, pictures, videos, service documentation, electrical drawings, and other remote information to identify potential causes and solutions.
- Follow up with customers after remote troubleshooting to confirm that the machine has returned to normal operation.
- Develop and maintain remote documentation, troubleshooting procedures, service bulletins, and internal knowledge-base articles.
- Identify recurring machine issues and communicate remote-improvement opportunities to the Service Manager and Cutlite Penta.
- Participate in ongoing technical and remote training, including potential training at the Cutlite Penta factory in Italy.
- Continuously gather and record customer-service experiences to help CLA improve its products, processes, and customer support.
- Assist with special service projects as needed.
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Work Hours, Compensation, and Benefits
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- Job type: Full-time, Monday through Friday, hourly non-exempt.
- Work location: Customer Experience Center in Alpharetta, GA.
- Compensation: Competitive hourly compensation based on experience.
- Benefits: 401(k), health, dental, vision and life insurance, paid time off, and paid holidays.
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Requirements
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- High school diploma or equivalent.
- Two or more years of experience servicing, operating, programming, or supporting fiber laser cutting machines, CNC machinery, or comparable industrial equipment.
- Working knowledge of electrical systems, electronics, digital circuits, industrial wiring, mechanical systems, pneumatics, and machine controls.
- Ability to read electrical schematics, mechanical drawings, manuals, alarm histories, and remote documentation.
- Demonstrated ability to diagnose remote problems systematically and guide others through troubleshooting remotely.
- Strong computer skills and the ability to learn machine software, remote-access tools, CRM systems, and remote-support platforms.
- Strong verbal and written communication skills demonstrating commitment to exceptional customer service, responsiveness, and professional follow-through.
- Ability to manage multiple customer issues, prioritize urgent machine-down situations, and maintain accurate service documentation.
- Authorized to work in the United States, valid driver’s license and ability to obtain a U.S. passport.
- Willingness to travel up to 15% for training, shows, or service as needed.
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