Application Engineer

Sigmanest Systems - Cincinnati, OH

Full-time - Entry Level

Cincinnati, OH

About the position

As an Application Engineer at Sandvik Manufacturing Solutions, you will play a crucial role in supporting our SigmaNEST software, which is recognized as the leading provider of innovative end-to-end CAD/CAM software solutions. This position is integral to our mission of helping professional fabricators optimize their operations and increase their return on investment (ROI) through enhanced material utilization, machine motion, manpower, and data management. You will be part of a dynamic team that is committed to driving the future of manufacturing through smart software solutions. In this role, you will be responsible for providing first-level technical support to our customers, addressing their concerns regarding software installation and operation. You will communicate solutions effectively via telephone, email, and the internet, ensuring that service level agreements are met. Additionally, you will have the opportunity to travel to customer manufacturing facilities to install our CAD/CAM software and run test programs on their machines, demonstrating the software's capabilities. Your responsibilities will also include providing training courses for customers, both onsite and online, as well as creating technical documentation to assist in future troubleshooting efforts. You will be expected to work independently, manage multiple deadlines, and possess a strong ability to diagnose and troubleshoot technical issues. This position requires a proactive approach to problem-solving and a passion for the manufacturing industry.

Responsibilities

• Provide first-level support for customer concerns and issues regarding software installation and operation.
• Effectively meet CAD/CAM technical support needs and communicate solutions to end-users via telephone, e-mail, and the internet.
• Coordinate customer notifications and workflow follow-up to maintain service level agreements.
• Travel to customer manufacturing facilities to install CAD/CAM software and run test programs on their machines to prove software capabilities.
• Provide engineering support for incoming tickets, including extensive troubleshooting.
• Work on maintenance-driven coding projects, primarily in G-code.
• Read and understand complex application code and make code fixes to resolve support issues.
• Provide training courses for customers: onsite, at our in-house training facility, and over the internet.
• Provide technical sales support demonstrations and competitive analysis (benchmarking).
• Create technical documentation of issues and their solutions to assist future efforts and resolutions.
• Document complaint reports and troubleshooting steps.

Requirements

• Ability to provide step-by-step technical help, both written and verbal.
• Ability to work independently and meet multiple deadlines.
• Ability to diagnose and troubleshoot basic technical issues.
• Proficiency in Microsoft Office and Windows.
• SQL database experience is a plus.
• Ability to travel up to 25% of the time.
• 2+ years of IT helpdesk/technical support experience, preferably in software or hardware support, or a Bachelor's degree in Engineering, IT, or other technical field, or mechanical and/or manufacturing engineering experience.

Nice-to-haves

• Pursuing further education in Engineering, IT, or other technical field.
• A passion for the manufacturing industry and helping people solve problems.
• A passion for continuing education and a proven curiosity about how things work, especially around CAD/CAM and CNC programming.