Machinist Technical Support Associate - Metal Cutting

EMUGE-FRANKEN USA, founded in 1984, specializes in servicing the North American market with a vast inventory of over 10,000 precision machining tools, including taps, thread mills, drills, end mills, tool holders, and workpiece clamping devices. The company operates out of its state-of-the-art facility in West Boylston, Massachusetts, which houses a Technology Center for training and customer support in solving machining challenges.

In 2015, EMUGE expanded its capabilities by manufacturing products in the USA, contributing to the growth of the manufacturing sector in New England. EMUGE is recognized for combining innovative solutions with excellent technical support to meet the needs of its customers.

Role Description:

EMUGE-FRANKEN i s a global leader in metal cutting tool technology known for problem solving and innovation. As we enter a new phase of expansion, w e are currently seeking qualified candidates for the position of Machinist Technical Support Associate for our machine taps, tap holders, carbide thread mills, carbide drills, and thread gages product lines.

This role will be responsible for managing daily technical product support for end-users, industrial distributors, and outside salesmen. This would include providing tool recommendations, explaining product features/benefits, providing catalog specifications, and preparing price quotations with technical specifications and delivery schedules.

In addition, they will respond to incoming phone calls, answer live web-generated chat inquiries, e-mail inquiries, and website generated inquiries in a timely and professional manner.

Experience and Skills:

• Minimum of five years working in a metal cutting machine shop environment, industrial distributor

supporting metal cutting tooling solutions, or degree from vocational trade school in manufacturing

• Excellent telephone manner with ability to handle a high volume of calls profession ally.
• Ability to multi-task, prioritize and escalate issues as needed to ensure customer satisfaction.
• Excellent organizational skills and attention to detail.
• Strong time management skills with ability to adapt to changing priorities.
• Good problem solving and conflict resolution skills with ability to remain calm under pressure.
• Knowledge of CAD/CAM assisted programming very helpful.
• Proficient in MS Office Suite with Hub Spot, and SAP experience preferred.
• Knowledge of EMUGE-FRANKEN products or similar cutting tools is a distinct advantage.

Must be authorized to work in the U.S. and be able to reliably commute to West Boylston, MA location.

EMUGE offers a generous employee benefits package that from day one includes:

• Medical Insurance
• 401K Plan with match and Profit-Sharing Plan
• Company paid Dental and Vision Insurance
• Company paid Short and Long-term Disability Insurance
• Paid vacation and sick/personal time

Job Schedule: Full-time, 8AM – 5PM, Monday to Friday