Summary

Cutlite America’s (CLA) Field Service Technician (FST) will be responsible for various operational functions, including service and installation support for Cutlite Penta laser machines sold by CLA. The main objective of the Service Team is to be a support system for assigned servicerelated customer installations, visits, remote support, and the organization of all parts orders. The FST will be assigned service-related tasks in the United States, Canada, and Mexico, as required through CLA’s relationship with Cutlite Penta, as a primary objective. The goal is to provide remarkable experiences and world-class service to all CLA’s customers with support from the corporate office in Alpharetta, Georgia. Job Title: Field Service Technician Department: Operations Reports to: Service Manager Collaborates with: Sales, Operations, Accounting, Vendors, Customers

Responsibilities

• Work closely with the Service Manager and Parts Coordinator for scheduling preinstallation visits, machine installations and onsite service calls.
• Book travel arrangements for customer visits and submit weekly service reports.
• Capable of explaining all machine features and operations including flat sheet and bevel cutting.
• Conduct on-site & remote operator training & application support for customers.
• Assist with new customers during startup phase ensuring a smooth transition to production.
• During non-travel week or day(s), work closely with Service Manager to provide remote support to customers with questions or issues, and assist with running the lasers in the Customer Experience Center (CXC), if necessary.
• Coordinate customer parts needs with Parts Coordinator.
• Advise Parts Coordinator in maintaining tool kit and job boxes.
• Provide monthly expense reporting to Accounting.
• Support Sales team at industry trade shows.
• Travel to Cutlite Penta factory in Italy for on-going product training.
• Continuously gather and record customer service experiences to enable us to better serve our customers.
• Assist in updating and saving forms to SharePoint, as applicable.
• Forklift training and certification.

Work Hours, Compensation, and Benefits

• Job type: Remote work, Monday through Friday, full-time, hourly non-exempt.
• Hourly range: $30 to $40.
• Benefits: 401(k), Health, Dental, Vision, & Life Insurance, paid time-off, paid holidays.

Requirements

• Authorized to work in the US.
• Valid driver's license.
• Ability to obtain US passport.
• Willingness to travel up to 75% per month.
• Lift, bend, push and pull 50lbs.
• High school diploma or equivalent.
• 1-3 years of fiber laser experience or similar.
• Demonstrate exceptional customer service.
• Proficiency with Microsoft 365 apps such as Outlook, Word, and Excel.

Cutlite America’s (CLA) Parts Coordinator will be responsible for various operational functions, including parts logistics, supporting the Service Manager & field service team, plus warranty work documentation. Having a customer experience (CX) mindset is the focus of this role. Job title: Parts Coordinator Department: Operations Reports to: Operations Manager Collaborates with: Sales, Technicians, Accounting, Vendors, Customers

Job Responsibilities:

Installation & Service

• Assist technicians with spare parts, consumables, and other machine needs prior to and during installation.
• Collect post-installation service reports and warranty forms from technicians.
• Work closely with customers and technicians to process service quotes.
• Process customer post-installation laser head cleaning quotes.
• Support Service Manager on scheduling onsite service(s).
• Document onsite and remote service reports from technicians.

Inventory

• Process parts quotes and sales orders in Sage X3.
• Pick, pack, and ship customer orders as well as assembling preventative maintenance kits.
• Receive parts into inventory against packing lists.
• Store, organize, and expand parts inventory storage as required. 
• Replenish and maintain the technician tool kits and joboxes as well as stock inventory.
• Perform inventory cycle count monthly. 
• Determine necessary replenishments for spare parts inventory.
• Responsible for returning any defective or warranty parts including all paperwork required for customs.
• Ensure smooth delivery and installation of part orders and warranty work. 

General Duties

• Submit weekly billables to accounting for invoicing.
• Manage all inbound calls on Parts phone line.
• Initiate and negotiate pricings with existing or new vendors.
• Continuously gather and record customer service experiences to enable us to better serve our customers.
• Assist in updating and saving forms to the Company’s shared drive, as applicable.

Work Hours, Compensation, and Benefits:

• Job type: On-site, Monday through Friday, full-time, salary exempt.
• Salary range: $60,000 to $70,000.
• Benefits: 401(k), Health, Dental, Vision, & Life Insurance, Paid time-off, paid holidays.

Parts Coordinator Qualifications and Skills:

• Excellent customer service skills and attention to detail.
• Strong record-keeping and problem-solving skills.
• Excellent written, verbal, and interpersonal communication abilities.
• Strong organizational skills.

Education and Experience Requirements

• High school diploma or equivalent.
• 1-2 years of Parts experience or similar.
• Proficiency with Microsoft 365 apps such as Outlook, Word, and Excel.