Technical Support & Service Technician

Position Overview

MyFamily is a leading company in the production and sale of engraving machines for ID tags for dogs. We pride ourselves on quality and innovation. We are seeking a Technical Support & Service Technician to ensure our engraving machines operate at peak performance, supporting our growing customer base.

Key Responsibilities

• Customer Support & Troubleshooting – Provide technical assistance over the phone and guide customers through troubleshooting steps.
• Machine Repair & Maintenance – Diagnose, repair, and maintain engraving machines to ensure optimal performance.
• Machine Preparation – Set up and configure machines for new customers prior to shipment.
• Proactive Customer Service Calls – Regularly check in with customers to monitor machine status and offer guidance on proper use and maintenance.
• Inventory & ERP Management – Maintain accurate records of machine movements, repairs, and locations within the ERP system.
• Technical Documentation – Record issues, solutions, and customer interactions to help improve support processes.

Required Qualifications

• Strong troubleshooting skills with the ability to diagnose technical issues remotely.
• Excellent communication skills and a customer-focused approach.
• Ability to manage and update records in an ERP system.
• Basic mechanical and electrical knowledge.
• Good computer skills, including proficiency in Excel.

Preferred Qualifications

• Previous experience in technical support, electronics, or machinery repair.
• Experience with engraving or similar machines.
• Experience in formatting, updating, and installing computer software.
• High school or equivalent (Preferred).
• Spanish language proficiency (Preferred).

Benefits & Perks

• Compensation: $35,000 per year with hourly pay plus company performance bonuses.
• Health Benefits: Comprehensive health coverage including Dental & Vision insurance, plus a Health Savings Account.
• 401k and other retirement plans.
• PTO, Paid Holidays, and Sick Days.
• Training on our engraving machines and opportunities for career advancement.