Technical Customer Support Associate

Kval manufactures a wide range of equipment, utilizing several different types of machine control. Primarily, this includes Beckhoff Automation Technology and Idec PLC. Kval's more complex machines use multi-axis servo systems for positioning and material routing. A Technical Customer Support Rep will be a part of a vast growing Customer Support Department driven to provide an environment for growth while providing the top customer support in the industry. We are dedicated to ensuring the smooth operation of Kval Machines by providing our customers with the best form of Kval product support through phone, email, or online product documentation.

Responsibilities:

Collaborate with customers to diagnose and resolve mechanical, electrical, and CNC control system issues, including software and operating systems. This involves navigating machine programs, interpreting electrical and pneumatic schematics, utilizing 3D models and images, and effectively communicating with customers to identify root causes. Maintain detailed and timely documentation of all support activities through support ticket tracking. Work closely with the Parts Sales, Field Service, and Engineering teams to ensure customers receive comprehensive support and solutions. Escalate complex issues to Level 2 Representatives or Parts Sales as necessary while managing customer expectations for follow-up. Develop and update support documentation for internal and customer use, ensuring accuracy and relevance.

Required Skills and Experience:

Customer Support/Service Experience:

Proven experience in providing excellent customer support or service.

Problem-Solving and Decision-Making:

Demonstrated ability to research and resolve complex problems using strong problem-solving and decision-making skills.

Mechanical and Electrical Troubleshooting:

Proficiency in troubleshooting mechanical and electrical systems.

Schematic Understanding:

Ability to read and understand pneumatic and electrical schematics.

Computer and Networking Skills :

Skilled in diagnosing and resolving issues related to Windows systems, hardware connectivity, and basic network configurations.

Adaptability and Learning:

Strong desire and willingness to learn new disciplines and ask questions as needed.

Communication Skills:

Excellent written and verbal communication skills.

• Bilingual in English and Spanish preferred.

Preferred Skills and Experience:

Customer Support/Service Experience:

A minimum of 1 year of prior experience in customer support or service.

Maintenance or Field Service Experience:

Previous experience in maintenance or field service roles is highly desirable .

Advanced Troubleshooting:

Advanced understanding of troubleshooting mechanical, pneumatic, hydraulic, and CNC-controlled systems and equipment, including servo motors, bearings, cylinders, amplifiers, and air/hydraulic valves.

• Computer skills: Strong working knowledge of Window CE/10, TwinCat networking and basic computer I/O concepts .

Programming Skills:

Experience with any programming language is a plus; coursework in programming is beneficial.

Automation Logic:

Familiarity with state machine programming and ladder logic.

Motion Controller Expertise:

Experience with motion controllers, particularly Beckhoff and/or Galil motion controllers, is a significant advantage.

Hours/Schedule:

M-Th 6:00am - 4:00pm Friday 6:00am - 1:30pm... Yes Friday off early!!!

Generous Benefit Package:

Medical :

90% Employer Paid 75% for all dependents, including domestic partners

Dental :

80%

Employer Paid:

Employee and dependents, including domestic partners

• Vision Coverage offered
• Reimbursement if

Waiving Benefits:

Employees who already have Medical coverage through Spouse, Parent or Veterans we offer a reimbursement payment for 30% of the employer cost for premium benefits paid back to you.

• Medical FSA with Dependent Care FSA
• 25K Life Insurance policy, STD, LTD, AD& D 100% employer paid
• 10 Paid Holidays
• 2 weeks' Vacation Pay first year. 3 Weeks Pay 5th year, 4 weeks 13th year
• 3 Paid Sick days
• Aflac Benefits offered at lower employee premiums
• Christmas Bonus
• Monthly Birthday Celebration and Employee Appreciation Events About Us KVAL Inc.

is a rapidly growing manufacturer of heavy industrial equipment for the door industry and we are looking to expand our manufacturing team. In particular, KVAL designs and manufactures CNC machinery for the residential, commercial, and architectural door industries. In business for 75 years! Check us out at www.kvalinc.

com Take a tour:

https://www.kvalinc.com/videos/view/tour-kval

Hiring Process:

Email your resume by replying to this job ad.

Job Type:

Full-time Salary:

$25.00 - $30.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Employee discount Health insurance Life insurance Paid time off Referral program Vision insurance

Schedule:

Day shift Monday to Friday Overtime Ability to commute/relocate: Hutto, TX 78634: Reliably commute or planning to relocate before starting work (Required)

Work Location:

In person

Job Type:

Full-time Pay:

$30.00 - $33.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off

Work Location:

In person