Technician/tech Support

**Job Summary**:
IT background
Graphic design/vector art work would be an advantage
Some experience in motion control

Prytec Solutions is a company that pride themselves in determining the right solution for the customer. We are a company that distributes/designs and assembles laser cutting and engraving machines, rotary engravers, CNC's and printers for the Signage, Cabinet Making, Fabrication, Electrical, Engraving, Jewellery businesses and many more.

Prytec have situated themselves in Deer Park industrial estate and have established a show room that enables potential clients to come, trial their work on any of the machines to ensure their requirements are met. Prytec designs, manufactures solutions to the customer and provides ongoing service and support.

You will be vital in maintaining Prytec's reputation for its “5 STAR” Customer Support. Therefore communication and technical problem solving must be your strength.

**PURPOSE OF THE POSITION**

Reporting to Engineering Team leader you will provide technical support to engineering and sales departments in:

- service support machinery for customers,
- manufacturing components.
- calibrating machinery
- Following SOPs for wiring of machinery
- Installing Machinery and training our customers
- follow 5S principles in workshop and maintain.

**RESPONSIBILITIES (Key accountabilities and responsibilities)**
- Pro-actively developing customer relationships by making efforts to listen to and understand the customer (both internal and external); anticipating and providing solutions to customer needs; giving high priority to customer satisfaction.
- Assemble and quality certify all of Prytec laser machine range utilising SOP’s.
- Take ownership of customer issues reported and see problems through to resolution
- Research, diagnose, troubleshoot and identify solutions to resolve customer issues
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Provide prompt and accurate feedback to customers
- Ensure proper recording and closure of all issues if needed
- Identify test requirements and assist development of test procedures for ensuring machines are operating at its optimum.
- Identify quality requirements, assist development of PM schedules, and quality reporting to improve our supply chain.
- Address OH&S issues including participating in risk assessments and Job Safety Analysis (JSA) when required.
- On site installation and training of equipment Australia wide if required.
- Milling/NC lathe, welding requirements as required by engineering
- Wiring of Basic electronics and the use of electrical best practice of machinery.

**CHALLENGES**

Ability to work in a small growing business and develop systems to ensure customers receive excellent service and minimum breakdown.

**KEY COMMUNICATIONS**
- Customer
- Sales
- Engineers
- Director

**GENERAL / SPECIAL REQUIREMENTS**

**GENERAL**
- Interstate travel
- Basic technical computer knowledge
- Strong problem-solving skills
- Excellent client-facing skills
- Excellent written and verbal communication skills
- Attend regular departmental meetings with manager to build in continuous feedback mechanisms.
- Other related duties as assigned.
- Eye for detail and can do attitude.

**SPECIAL REQUIREMENTS**
- Disconnect/reconnect electrical license would be an advantage
- Laser machinery or CNC machinery experience
- Occasional interstate travel will be required.

**KNOWLEDGE, SKILLS & EXPERIENCE**

**QUALIFICATIONS**
- IT background
- Graphic design/vector art work would be an advantage
- Some experience in motion control

**ESSENTIAL EXPERIENCE**
- Basic knowledge of trouble shooting.
- Knowledge of and ability to use desktop office and design software
- Basic ability to interpret and analyse drawings and technical documents
- Ability to work to workinstruction

**DESIRABLE EXPERIENCE**
- Ability to conduct independent investigations
- Able to operate milling/NC machine and welder

**KEY COMPETENCIES/PERSONAL ATTRIBUTES SOUGHT FOR THIS POSITION**:
**_
Ability to Learn_**

**_
Adaptability_**

Maintaining effectiveness in varying environments, tasks and responsibilities.

**_
Attention to Detail_**

Achieve total task accomplishment through concern for all areas involved no matter how small.

**_
Innovation_**

Generating creative work solutions to work situations; trying different and novel ways to deal with organisational problems and opportunities.

**_
Occupational health and safety_**

To understand OH&S principles and the Company’s current policy

**_
Planning_**

Establish a course of action for self and/or others; accomplish long term or future goals.

**_
Teamwork/collaboration_**

Working effectively with team/work group or those outside formal line of authority (e.g. peers, senior managers) to accomplish organisational goals; taking actions that respect the needs and contributions of others; contributing to and accepting the consensus; subordi