Customer Service Technician
Job Opportunity at OMAX Corporation

Posted on Nov 7


Location: Kent, WA
Job Type: Full Time
Job ID: W4168691

OMAX Corporation is a rapidly growing, leading provider of precision-engineered abrasive waterjet systems.  OMAX has brought together the leading innovators and experts in abrasive waterjet technology, fostering an environment that promotes teamwork and a dedication to excellence.  The capabilities of our machines consistently evolve to meet the diverse and changing needs of our customers.


Provide “Technical” phone support to customers including troubleshooting equipment problems, drawing issues, OMAX software support, parts orders, passwords, general questions regarding OMAXEquipment, and product returns through RMA processing

Provide “Technical” support to OMAX and distributor technicians, supplying detailed information and in-depth research as required

Communicate effectively using various means such as e-mail, telephone, Skype, etc. to suit the customer and the situation

Organize personal technical materials so that it is readily accessible when needed

Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services

Identify and escalate priority client issues to appropriate channels

Offer alternative solutions where appropriate with the objective of retaining customer/client business

Help your fellow technicians be more effective by sharing your proven methods of troubleshooting, like documents and organization techniques.  To be included in the sharing process is updating the database troubleshooting tree on a weekly basis

Enter all of your customer interactions into the CRM database, providing clear, concise, and accurate information as a means of communicating to all other departments

Maintain and grow your personal level of technical capabilities.  Important technological aspects include computer software, electrical components, mechanical systems, pneumatics and cutting applications and new product releases

Maintain strong working inter-department relationships within OMAX, such as sales, marketing, planning, engineering, accounting, manufacturing and shipping

Update and verify for accuracy, the machine equipment list, contact information, and address information in the CRM database

Register the Dell computer for customers machine controller extended warranty

Be knowledgeable of water recycling systems and water treatment needs to provide assistance and instruction as customer situations indicate

Electrical troubleshooting skills and motor/servo control knowledge

Flexible work hours will include occasional scheduled weekend and early/late shift phone support coverage

Perform all other duties as deemed necessary by the department manager or supervisor


Minimum 2 years in a technical support, engineering or technician position

2 year technical school degree or equivalent

Previous experience in mechanical and electrical control system troubleshooting

Excellent computer skills particularly Microsoft Office Suite products

Displays patience when dealing with customers in difficult situations

Eagerness & willingness to learn

Proper phone and email etiquette

Effective listening and problem solving skills

Willingness to cooperate with others and work toward win/win results

Good multitasking skills required

Written and verbal communication skills in languages other than English are desirable



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