CAD/CAM Help Desk

Job DescriptionJob Description

Support our Software Users and will perform software support tasks with a team of other software support team members. Position does require some type of Sheet Metal CNC Machine Operation experience and/or CNC Programming experience. Support our Solution Software Applications consisting of CAD/CAM Software, Nesting Software, DNC Communication Software, Bending offline programming Software and other areas.  Daily general responsibilities and tasks consisting of troubleshooting, installation and supporting customers from the first stages of design to final stages of output code in relation to Press Brakes, Lasers, Turrets, Combination Punch/Lasers machines.

ESSENTIAL FUNCTIONS:

• Diagnose and troubleshoot technical issues effectively

• Perform data entry, documentation, and case/ticket logging

• Review, research, verify, and consult on customer issues

• Provide technical advice and installation support

• Respond to customer inquiries via phone, email, and chat

• Escalate cases/tickets as needed to ensure resolution and customer satisfaction

• Continuously learn and stay updated on software applications, Windows, hardware, and networking

• Serve as a primary point of contact for Technical Support for Software Solution Applications

• Ask targeted questions to quickly identify the root cause of issues

• Guide customers through step-by-step solutions to resolve problems

• Manage and prioritize multiple open issues

• Follow up with customers to confirm full functionality post-troubleshooting

• Deliver prompt, accurate feedback and maintain proper issue logging

• Provide clear verbal and written technical assistance

• Maintain a professional and courteous relationship with customers

KNOWLEDGE:

• CAD/CAM software experience in one or more of the following:

  • AP100US, FabriWIN, Dr.ABE Bend, Dr.ABE_Blank, Dr.ABE Tube, SheetWorks, SolidWorks, VPSS3i Blank, VPSS3i Bend

• Knowledge of G-Code and M-Code specific to Amada equipment and related software

• Familiarity with Punch Turret, Laser Cutting, Nesting, and Bending machine operations or concepts

• Understanding of DNC (Direct Numerical Control) communication concepts

• Strong grasp of manufacturing, engineering, and design concepts

• Proficient in Microsoft Outlook, Word, and Excel

• Experience with multiple Windows operating systems: XP, 7, 10, and 11

• Knowledge of Windows Server, advanced Windows functions, and general network/IT systems

• Experience with C++ and .NET is a plus

• Bilingual in Spanish is a plus

SKILLS:

• CNC Programming specifically CAD/CAM software knowledge
• CNC Machine: Press Brake, Turret, Laser, Nesting
• Bending Simulation Program Experience
• Communication DNC software experience
• Basic to Intermediate computer technical skills
• Network IT Experience, C++ & .NET experience
• Bilingual in Spanish is a plus

ADDITIONAL IDEAL SKILLS, EXPERIENCE AND QUALIFICATIONS:

• Ability to read blue prints or 2D or 3D files or assemblies and interpret for fabrication.
• Knowledge of measurement instruments.
• Familiar with M-Codes for non-standard tools (if required) to manage and maintain standardization on all machines.
• Proven self-starter with high sense of ownership, initiative and urgency
• Hands on experience with Windows OS Environments
• IT Background experience or education