Customer Service Representative - Laser Machi

The Customer Service Representative for Laser Machine Support is responsible for assisting customers with technical inquiries, troubleshooting machine issues, coordinating service requests, and ensuring a smooth, positive experience for users of industrial laser equipment. This role blends customer communication, problem solving, and basic technical understanding of laser systems.

Provide frontline support to customers via phone, email, and chat regarding laser machine operation, maintenance, and troubleshooting.

Diagnose and resolve basic technical issues, escalating complex problems to field technicians or engineering teams.

Guide customers through operational steps, safety procedures, and recommended best practices for laser equipment.

Create and manage service tickets, ensuring timely follow up and resolution.

Coordinate with service engineers to schedule on site repairs, preventive maintenance, or machine installations.

Document customer interactions and maintain accurate records in the CRM system.

Educate customers on machine features, software updates, consumables, and warranty coverage.

Support spare parts orders, including identifying correct components and processing requests.

Monitor recurring issues and communicate trends to the technical and product teams.

Ensure compliance with safety standards, especially those related to laser operation and industrial equipment.

Experience in customer service, technical support, or equipment service coordination.

Basic understanding of laser machines, CNC equipment, or industrial machinery (training may be provided).

Strong problem solving and communication skills.

Ability to explain technical concepts in clear, simple language.

Comfortable using CRM systems, ticketing tools, and standard office software.

Ability to work in a fast paced environment and manage multiple priorities.

High attention to detail and strong follow through.

Preferred Qualifications

Experience with CO₂, fiber, or UV laser systems.

Background in manufacturing, engineering, or machine service.

Knowledge of machine calibration, optics, or laser safety protocols.

Familiarity with CAD/CAM software or machine control interfaces.

Ability to communicate with customers for extended periods.

Occasional handling of small machine parts or accessories.

Comfortable working with technical documentation and diagrams.