OptiPro is looking for a Technical Support Technician to join the team. We specialize in implementing CAD/CAM Software and related services. We are privileged to represent the world’s #1 CAM software, Mastercam. As we continue to grow our Mastercam team, we are currently looking for a Technical Support Specialist in our Western NY office. Full details below.

Mastercam Technical Support Specialist
This position is for a Technical Specialist/In for our high-tech Mastercam CAD/CAM product line. This position requires some travel to customers, mostly Western & Upstate NY, occasional overnight but not typical. OptiPro will provide the new hire with full training to become an expert in the Mastercam product line; however, the ideal candidate would have at least 3 years experience programming CNC equipment with CAD/CAM Software.

First 12 Months Responsibilities:

• Provide professional and customer service-oriented hotline support
• Teaching all levels of Mastercam training in our fully equipped classroom.
• Provide installation, implementation and advisory programming services
• Technical Product presentations of Mastercam and associated 3rd party products in-facility, at prospect sites, trade shows and seminars

JOB ADVANTAGES
The job offers the employee:

• Opportunity and training to become an Expert in Mastercam
• Diverse job responsibilities (Programming, Training, Support, Consulting, Demonstrations)
• Job satisfaction assisting customers solve programming issues and optimize their usage of the Mastercam technology.
• Experience with a diverse customer base and industry applications.

JOB REQUIREMENTS

The ideal candidate would have the following:

• Mastercam CAD/CAM or comparable programming software experience
• CNC machine tool programming experience
• Must be able to handle troubleshooting technical problems in all Mastercam products.
• Technical/engineering background preferred
• Strong interpersonal and professional communication skills
• Strong presentation skills and professional appearance
• Strong organizational skills
• Valid driver license
• Microsoft Office proficiency
• Willingness to work a flexible schedule when needed
• Attention to detail
• Ability to work in a fast paced and dynamic work environment
• A self-starter, who needs minimal supervision
• Proficient in verbal and written English

COMPENSATION & BENEFITS:
Base/Bonus commensurate with experience, comprehensive health coverage, retirement benefit program, holidays, paid time-off.
$50,000-$70,000

Job Type: Full-time – in office at 6368 Dean Parkway Ontario NY 14519

JOB SUMMARY

The Optics Service Technician is responsible for the completion of Optics Service related work within the organization. This work will include installation, preventative maintenance, warranty work, and troubleshooting / repair of CNC machines at Customer sites. This individual will have frequent, direct contact with Customers and is expected to represent the company in a professional and courteous manner.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Related experience or training in a machine tool service environment. Responsibilities:

• Always represents OptiPro Systems in a professional and courteous
• Promoting and preforming preventative maintenance on customer equipment and conducting after-sales technical support and training.
• Responsible for flowing information back to OptiPro for new and unresolved Service issues.
• Develop and maintain partner relationships with our Customers, Vendors, and related third parties.
• Maintains and protects all company property, tools, vehicles, and assets.
• Performs work in a safe manner adhering to all policies, regulations, and laws for both OptiPro and the Customer.
• Maintains up-to-date knowledge of products and methods to perform work in a safe and efficient manner.
• Ensures the timely and accurate completion of work orders and required paperwork for all jobs, including Customer sign offs, expense reports, receipts, etc.
• Accurately keeps track of time and material spent on jobs.
• Works with Service Coordinators and Customers to resolve Customer cases in a timely manner.
• Travels to Customer site to install new machines.
• Travels to Customer site to maintain (preventative maintenance) the equipment that OptiPro sells.
• Travels to Customer site to troubleshoot on a basic level the equipment that OptiPro sells.
• Travels to Customer site to repair, with assistance, the equipment that OptiPro sells.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required Skills:

• Strong presentation skills and professional appearance
• Excellent interpersonal communication and customer relationship skills
• Attention to detail
• Proficient in verbal and written English
• Strong organizational skills
• Microsoft Office proficiency
• Ability to meet physical requirements of the job
• Valid driver’s license
• Valid Lock Out Tag Out training
• Willingness to work a flexible schedule
• Ability to work in a fast paced and dynamic work environment
• Must be able to handle troubleshooting technical problems that happen and learn any skills that are needed.
• Basic understanding of electrical, pneumatic, and hydraulic schematics; ability to read and interpret drawings and schematics

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly exposed to moving mechanical parts, fumes or airborne particles, toxic or caustic chemicals, risk of electrical shock, and vibration. The noise level in the work environment may be loud.

• Ability to work flexible hours; frequent travel (day and overnight) and driving throughout identified territory is necessary (travel = 85%)
• Travel for training on vendor equipment and industry trade shows.

MEASURES OF PERFORMANCE (KPI’S)

This position will be evaluated against the following criteria:

• Accuracy and timeliness of turning in paperwork for billing purposes.
• Ability to resolve Customer issues in the minimum number of trips required.
• Ability to estimate and meet estimates for job completion (time and materials).
• Ability to resolve cases in a timely manner (number of cases completed).
• Timeliness and accuracy in the entry of time into GSS and reporting on a daily
• Case Statistics – Average days open, average days Customer is down.
• Customer satisfaction – surveys

Pay ranges between $15-$30 per hour depending on experience.

JOB DESCRIPTION

• Setup and operate OptiPro’s equipment
• Keep detailed records of process development with ability to create reports/work instructions.
• Ability to troubleshoot
• Interface with prospective customers during machine demonstrations.
• Maintain capital equipment, including but not limited to: daily cleanup of machines, general machine maintenance, keeping common work areas presentable.
• On-site machine training for customers
• Complete parts to desired specifications with proper data recording and minimal loss.
• Complete project deliverables on time, with a high level of quality and attention to detail.

 ROLE REQUIREMENTS

• Basic knowledge of grinding and polishing optical shapes including planos, spheres, and aspheres prior to starting is a plus but not required. Experience with machining metals and other materials would also well equip you with the basics to join this team. Much of this role will be taught on the job.
• Ability to generate work pieces to required specifications, including but not limited to radius, diameter, center thickness, form error.
• Ability to work independently to re-align (tram) machine when necessary.
• Intermediate knowledge of Microsoft software products including Office and Windows.
• Demonstrates time management, problem-solving, and organization skills.
• Ability to work on multiple projects concurrently.
• Ability to use basic and advanced metrology equipment including, but not limited to: spherometer, profilometer, calipers.
• Strong interpersonal skills.
• Work a minimum of 40 hours each week.
• Abide by appropriate OSHA regulations.
• Covid-19 Vaccinated

WORK ENVIRONMENT

• Shop environment.
• Must be present between 7:00am and 4:30pm, Monday through Friday.
• Must be able to work more than 40 hours if asked to.
• Will be required at times to work overtime or during non-normal business hours.
• Frequently subjected to timeline constraints.
• Will be responsible to work with and protect sensitive information.
• Some positions within this department may require travel out of state.

Pay ranges between $15-$30 per hour depending on experience.

JOB DESCRIPTION

The Machine Build Technician is responsible for assembling and testing machines built within the organization. This work will include mechanical assembly, machine alignment, electrical wiring and troubleshooting of machine hardware and software. This individual may have direct contact with Customers and is expected to represent the company in a professional and courteous manner.

ESSENTIAL DUTIES AND RESPONSIBILITIES

SUPERVISORY RESPONSIBILITIES

QUALIFICATIONS 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly exposed to moving mechanical parts, fumes or airborne particles, toxic or caustic chemicals, risk of electrical shock, and vibration.  The noise level in the work environment may be loud.

MEASURES OF PERFORMANCE (KPI’S)

 This position will be evaluated against the following criteria:

• Timeliness and accuracy in the entry of time into GSS and reporting on a daily basis.
• Performance vs estimated hours (future, looking to fix estimates today)
• Training progression (Need to develop plan and matrix)
• Quality (Number of issues caught at step inspection)

Pay ranges between $15-$30 per hour depending on experience.

JOB DESCRIPTION

The Service Technician is responsible for the completion of Service-related work within the organization. This work will include installation, preventative maintenance, warranty work, and troubleshooting / repair of CNC machines at Customer sites and shop build area. This individual will have frequent, direct contact with Customers and is expected to represent the company in a professional and courteous manner.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Related experience or training in a machine tool service environment:

Responsibilities: Levels 1 (0-2 yrs.) Levels 2 (2-7 yrs.) Levels 3 (7+ yrs.)

• Levels 1,2,3 Always represents OptiPro Systems in a professional and courteous
• Levels 1,2,3 Promoting and performing preventative maintenance on customer equipment and conducting after-sales technical support and training
• Levels 1,2,3 Promoting and performing preventative maintenance on customer equipment and conducting after-sales technical support and training
• Levels 1,2,3 Responsible for flowing information back to OptiPro for future Sales
• Levels 1,2,3 Responsible for flowing information back to OptiPro for new and unresolved Service issues.
• Levels 1,2,3 Develop and maintain partner relationships with our Customers, Vendors, and related third
• Levels 1,2,3 Develop and maintain partner relationships with our Customers, Vendors, and related third
• Levels 1,2,3 Maintains and protects all company property, tools, vehicles, assets
• Levels 1,2,3 Performs work in a safe manner adhering to all policies, regulations, and laws for both OptiPro and the Customer
• Levels 1,2,3 Maintains up to date knowledge of products and methods to perform work in a safe and efficient manner
• Levels 1,2,3 Ensures the timely and accurate completion of work orders and required paperwork for all jobs including Customer sign offs, expense reports, receipts,
• Levels 1,2,3 Accurately keeping track of time and material spent on
• Levels 1,2,3 Works with Service Coordinators and Customers to resolve Customer cases in a timely manner
• Levels 1,2,3 Travels to Customer site to Install New Machines
• Levels 1,2,3 Travels to Customer site to Maintain (Preventative Maintenance) the equipment that OptiPro sells
• (Basic/Interm./Adv.) Travels to Customer site to Troubleshoot the equipment that OptiPro sells
• (Assisted/little Supervision/ Unsupervised) Travels to Customer site to Repair the equipment that OptiPro sells
• Levels 2,3 Ability to Ball-Bar, Laser Compensate machine
• Levels 3 Ability to properly estimate jobs (materials, labor) – project manager for jobs

SUPERVISORY RESPONSIBILITIES

None

OTHER DUTIES AND RESPONSIBILITIES:

• Assist engineering with new designs
• Building maintenance and repair
• Internal equipment service and support

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Related experience or training in a machine tool service environment:

Required Skills: Levels 1 (0-2 yrs.) Levels 2 (2-7 yrs.) Levels 3 (7+ yrs.)

• Levels 1,2,3 Strong presentation skills and professional appearance
• Levels 1,2,3 Excellent interpersonal communication and customer relationship skills
• Levels 1,2,3 Attention to detail
• Levels 1,2,3 Proficient in verbal and written English
• Levels 1,2,3 Strong organizational skills
• Levels 1,2,3 Microsoft Office proficiency
• Levels 1,2,3 Ability to meet physical requirements of the job
• Levels 1,2,3 Valid driver license
• Levels 1,2,3 Valid Lock Out Tag Out training
• Levels 1,2,3 Willingness to work a flexible schedule
• Levels 1,2,3 Ability to work in a fast paced and dynamic work environment
• Levels 1,2,3 Must be able to handle troubleshooting technical problems that happen and learn any skills that are
• Levels 1,2,3 Basic understanding of electrical, pneumatic, and hydraulic schematics; ability to read and Levels 1,2,3 interpret drawings and schematics
• Level 2,3 Knowledge of safe rigging methods
• Level 2,3 Technical/engineering background preferred
• Level 3 CNC machine tool programming experience

EQUIPMENT UTILIZED: The equipment described here must be used by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Personal computer, telephone
• Other machines, equipment and tools, as required, to complete duties and responsibilities listed above
• Personal protective equipment, as required
• Specialized diagnostic and testing equipment
• Electrical test equipment
• Various hand tools
• Familiarity with CNC controls – for diagnostics

WORK ENVIRONMENT

 The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly exposed to moving mechanical parts, fumes or airborne particles, toxic or caustic chemicals, risk of electrical shock, and vibration. The noise level in the work environment may be loud.

• Ability to work flexible hours; Frequent travel (day and overnight) and driving throughout identified territory is necessary (travel = 85+%)
• Travel for training on vendor equipment and industry trade

Noises:

• Shop environment – Could work in areas with excessive noise. (Hearing protection provided)

MEASURES OF PERFORMANCE (KPI’S)

This position will be evaluated against the following criteria:

• Accuracy and timeliness of turning in paperwork for billing purposes
• Ability to resolve Customer issues in the minimum number of trips required
• Ability to estimate and meet estimates for job completion (time and materials)
• Ability to resolve cases in a timely manner (Number of cases completed)
• Timeliness and accuracy in the entry of time into GSS and reporting on a daily
• Case Statistics – Average days open, average days Customer is down
• Customer satisfaction – Surveys

CERTIFICATES, LICENSES, REGISTRATIONS

Valid NYS driver’s license required Valid US Passport

Lockout-tagout – Control of Hazardous Energy

VISION REQUIREMENTS

• Close vision (clear vision at 20 inches or less) for computer
• Color vision (ability to identify and distinguish colors) for reviewing
• Ability to adjust focus (ability to adjust the eye to bring an object into sharp focus. This is required when doing close work at varying distances from the eye – like using a computer and shifting gaze to documents).

Pay ranges between $15-$30 per hour depending on experience.