Helpdesk Technician Level III Remote
Who we are. What we do.
We are Bystronic – a global technology company passionate about shaping the future of industrial manufacturing. We want to work with people who support us in creating new possibilities for connected sustainable production worldwide.
As a leading partner for solutions for sheet metal and material processing, we combine laser cutting technology, press brakes, automation, and software with innovative laser applications for new materials and processes.
What you will be doing
- Responds to technical support requests via telephone, email, and web meetings with expert-level troubleshooting and solutions
- Handles escalated support cases that require more advanced technical knowledge
- Schedules and manages appointments with customers for complex software installations, updates, and system integrations
- Sources and integrates answers from Product Managers and development teams
- Follows up with customers promptly, ensuring issues are resolved to their satisfaction
- Coordinates with other team members and departments to provide comprehensive support
- Conducts up to 35% travel, including overnight travel for high-priority projects in the USA, Canada, Mexico, and Europe
- Delivers customer training and conducts sales demonstrations, showcasing in-depth product knowledge
- Provides mentorship and training to Level I and Level II technicians
- Participates in the development of support documentation and best practices
- Engages in continuous improvement initiatives and contributes to software development feedback
Your education & experience
- Bachelor's degree in related filed or equivalent to experience
What you need to succeed
- Excellent presentation and advanced communication skills
- Ability to remain calm and effective under pressure
- Superior Information Technology, computer, and software skills
- Proficiency in Microsoft Office and Windows, with advanced usage capabilities
- Ability to manage and prioritize a high volume of complex tasks efficiently
- Strong commitment to learning and mastering our software
- Maintains a clean and valid driver’s license
- Possesses or is able to obtain a passport
- Extensive experience in Technical Support for CAD/CAM Nesting Software
- Comprehensive understanding of G-Code
- Six plus years of experience in the Metal Fabrication or Manufacturing Industry
- Prior experience using or supporting ERP systems preferred
- Demonstrated ability to lead and mentor junior staff members
What sets you apart
- Advanced troubleshooting skills to address and resolve complex technical issues
- Exceptional drive to deliver outstanding customer service
- Deep empathy for our customers and a strong respect for their time and needs
- Expertise in task prioritization and advanced time management skills
- Commitment to continuous learning and deepening their understanding of our software systems
- Leadership qualities to guide and mentor Level I and Level II technicians
What’s in it for you
• Paid Time Off (PTO).
• Comprehensive benefits (Medical, Dental, Vision, STD, LTD).
• Life Insurance.
• Paid Holidays.
• 401(k) with 100% match up to 5%
People power our purpose
Imagine working in an environment that helps move the company to the next level, where your passion, values, and skills are integral to impacting industrial manufacturing and beyond. At Bystronic, this can become your reality. Our people are the edge to drive and nurture our ambitions and continued success. Together we have created a culture where our people are central, inspiring us to make decisions that best serve them and are aligned with our purpose. As much as we are in a technology business, human beings drive real change.