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Machinery Cust Supp Serv Tech

Date: Nov 26, 2020

Location: Atlanta, GA, US

Company: MSC Industrial Supply

Build a better career with MSC. 
Serving customer and community starts with the very best people doing their very best work. That is precisely what we have at MSC Industrial Supply Co., a leading North American distributor of metalworking and maintenance, repair, and operations (MRO) products and services. Watch HERE to find out why you should work at MSC and join us as we continue to build a diverse and inclusive workplace.

Requisition ID : 5564 

Employment Type : Full Time         

Job Category : Technical Sales & Support                                             

Work Location :  Atlanta, GA (Whse) 

State or Province : Georgia (US-GA)     

Potential Work Location : United States : Georgia : Atlanta 


* Assists internal and external customers with warranty/service/parts related inquiries involving the operation or repair of machinery products.
* Provides troubleshooting assistance and presents available options to resolve service issues in a timely and cost-effective manner.
* Dispatches repair technicians to resolve machinery problems at onsite that cannot be resolved remotely.
* Identifies and coordinates shipment of warranty parts to customers as needed. Identifies alternate opportunities when parts are not readily available from current sources.
* Monitors progress, documents circumstances and follows up with customer to ensure all repairs have been completed within an acceptable time frame.
* Develops and maintains database of external network of service providers.
* Maintains service expense and gross margin in accordance with MSC machinery budget guidelines.
* Maintains a personal machinery log to ensure proper tracking of incoming call and their resolution.
* Enters orders and retrieves information using both the AS400 system and the New NSOE.
* Answers email inquiries via Net Agent, responding within departmental time commitment policy.
* Maintains machinery knowledge by updating their skill set yearly with on line courses and vendor seminars.
* Participates in Machinery Operations team meetings to communicate customer concerns to management and ensure service issues are being addressed.
* Publishes machinery service/tech tips (for in-house and web communications) and coordinates distribution.
* Applies continuous improvement process to continually identify and eliminate waste and inefficiencies.
* Supports the Safety Culture by following established SOP’s.
* Engages in the local Safety Culture through safety team support and offering safety suggestions.
* Assists department supervisors in identifying risk to associates or the business and mitigate those risks.
* Fosters the MSC Culture in the department and throughout the company to ensure fulfillment of MSC’s vision and unity of purpose.
* Participation in special projects and performs additional duties as required
HR0025.000 Rev. 7-1-02
Approved—D. Fox 2/9/18
JOB TITLE: Machinery Customer Support - Service Technician (Cont’d)
To perform this job successfully an associate must be able to perform each essential duty satisfactorily. The requirements listed below are representative of knowledge, experience level and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
 High school diploma or equivalent required
 Bachelor’s degree preferred.
 3 years’ experience with operation or repair of metal-cutting machinery required
 Prior electrical troubleshooting experience of 1 and 3 phase machinery preferred.
 Prior experience interpreting blue prints, exploded drawings and electrical schematics preferred.
 CNC CAD/CAM experience preferred.
 Two years of experience in sales preferred.
 Product and machinery technical knowledge skills required.
 Ability to perform advance mathematical calculations required.
 Ability to apply accepted industry formulas to calculate application recommendations required.
 Prioritization and problem-solving skills required.
 Excellent customer service skills required.
 Excellent verbal and written communication skills required
 Basic computer experience skill required.
 A valid driver’s license and the ability to travel may be required.


Why MSC  
People. Collaboration. Insight. That’s how you build something that works.

Built on a foundation of trust, MSC works side by side with our customers to help them drive business results. With more than one million product offerings and 75+ years of experience across industries, MSC strives to help our customers achieve greater productivity, profitability, and growth through inventory management and other innovative supply chain solutions. 

We care about our associates and have programs in place to help our 6,500+ team members achieve their potential. When you join our team, you will receive rewards and recognition for your contributions, training and professional development opportunities, as well as a variety of benefits to support you and your family's health, well-being, and financial future.

If you are inspired to learn, take risks, and succeed as a team, you can build a better career at MSC.

Equal Opportunity Statement 
At MSC, we are committed to providing an environment of inclusion and mutual respect where equal employment opportunities are available to all qualified applicants and our associates without regard to race, color, religion, age, sex, national origin, disability, protected veteran status, sexual orientation, gender identity/expression or any category protected by applicable law. We are committed to providing accessible employment practices, in compliance with the AODA. Requests for accommodation can be made at any stage of the recruitment process; applicants are asked to make their needs/requirements known.

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Nearest Major Market: Atlanta