Remote Support Techician

<br><p><strong>Summary</strong></p><p><strong>Cutlite America’s (CLA) Remote Support Technician will provide remote support for customers operating Cutlite Penta fiber laser cutting machines throughout North America.</strong></p><p><strong>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.</strong></p><p><strong>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.</strong></p><p><strong>Job Title:</strong> Remote Support Technician</p><p><strong>Department:</strong> Operations</p><p><strong>Reports to:</strong> Service Manager</p><p><strong>Collaborates with:</strong> Field Service Technicians, Application Engineer, Parts, and Customers.</p><p><strong>Responsibilities</strong></p><ul><li>Provide technical support to Cutlite customers by phone, email, video, and remote support software.</li><li>Serve as the first point of contact for assigned machine issues and determine the appropriate troubleshooting or escalation path.</li><li>Guide customers and Field Service Technicians through systematic troubleshooting and corrective actions.</li><li>Provide support for Cutlite fiber laser machines, cutting heads, laser sources, chillers, dust collectors, automation systems, and related equipment.</li><li>Diagnose electrical, mechanical, software, cutting-process, and machine-control issues using available diagnostic information.</li><li>Create, manage, and update customer-support tickets in HubSpot with accurate machine information, troubleshooting activities, parts requirements, and resolution details.</li><li>Maintain consistent communication with customers throughout the service process and provide timely status updates until the issue is resolved or transferred.</li><li>Determine when an issue requires escalation to the Service Manager to coordinate a Field Service Technician, Cutlite Penta, or another equipment supplier.</li><li>Coordinate with the Service Manager when an on-site service visit is required and provide the assigned technician with complete diagnostic information.</li><li>Work closely with the Parts Department to identify required parts, confirm part numbers, and communicate the urgency of customer needs.</li><li>Assist customers and technicians with machine startup, programming, operating questions, and basic cutting-application support.</li><li>Review machine alarms, pictures, videos, service documentation, electrical drawings, and other remote information to identify potential causes and solutions.</li><li>Follow up with customers after remote troubleshooting to confirm that the machine has returned to normal operation.</li><li>Develop and maintain remote documentation, troubleshooting procedures, service bulletins, and internal knowledge-base articles.</li><li>Identify recurring machine issues and communicate remote-improvement opportunities to the Service Manager and Cutlite Penta.</li><li>Participate in ongoing technical and remote training, including potential training at the Cutlite Penta factory in Italy.</li><li>Continuously gather and record customer-service experiences to help CLA improve its products, processes, and customer support.</li><li>Assist with special service projects as needed.</li></ul><p><br></p><p><strong>Work Hours, Compensation, and Benefits</strong></p><ul><li><strong>Job type:</strong> Full-time, Monday through Friday, hourly non-exempt.</li><li><strong>Work location:</strong> Customer Experience Center in Alpharetta, GA.</li><li><strong>Compensation:</strong> Competitive hourly compensation based on experience.</li><li><strong>Benefits:</strong> 401(k), health, dental, vision and life insurance, paid time off, and paid holidays.</li></ul><p><br></p><p><strong>Requirements</strong></p><ul><li>High school diploma or equivalent.</li><li>Two or more years of experience servicing, operating, programming, or supporting fiber laser cutting machines, CNC machinery, or comparable industrial equipment.</li><li>Working knowledge of electrical systems, electronics, digital circuits, industrial wiring, mechanical systems, pneumatics, and machine controls.</li><li>Ability to read electrical schematics, mechanical drawings, manuals, alarm histories, and remote documentation.</li><li>Demonstrated ability to diagnose remote problems systematically and guide others through troubleshooting remotely.</li><li>Strong computer skills and the ability to learn machine software, remote-access tools, CRM systems, and remote-support platforms.</li><li>Strong verbal and written communication skills demonstrating commitment to exceptional customer service, responsiveness, and professional follow-through.</li><li>Ability to manage multiple customer issues, prioritize urgent machine-down situations, and maintain accurate service documentation.</li><li>Authorized to work in the United States, valid driver’s license and ability to obtain a U.S. passport.</li><li>Willingness to travel up to 15% for training, shows, or service as needed. </li></ul>