Careers at ShopBot
Since 1996, our mission has been to make digital fabrication widely accessible and usable. We design, build, sell, and support CNC machines in Durham, NC, and in 2021 we became the first Employee Ownership Trust (EOT) in North Carolina. The people who work here share in the company’s success.
Current Opening
Technical Support Representative
Apply nowThis is an on-site position. The role is based in person at our Durham, NC headquarters and is not a remote position. Please apply only if you are able to work on-site in Durham.
Do you light up when you’re helping someone solve a problem? Are you the person friends and family call first when their computer, printer, or gadget stops cooperating? Do you enjoy digging into a problem until you find the root cause? Do you thrive as part of a team?
If any of this sounds like you, then a technical support career at ShopBot Tools might be the right fit. We pride ourselves on being an employee-owned company with a culture of fun, creativity, diversity & inclusivity, and supporting the work-life balance of our employees, so they are best equipped to take care of our customers.
We’re seeking someone who can resolve hardware, electronic, and software issues for our customers with patience and clarity — explaining technical solutions to non-technical tool owners in a way that actually makes sense. This role goes deep on our products: you’ll develop in-depth knowledge of ShopBot’s machines and become someone customers trust to help them install, upgrade, maintain, and get the most out of their equipment.
What you’ll do
- Resolve product or service problems by clarifying the customer’s issue, determining the cause, and explaining and implementing the best solution — following up to confirm resolution
- Communicate technical information clearly to non-technical machine owners
- Communicate with customers via phone and email
- Maintain accurate customer support records
- Process replacement parts orders
- Document and communicate technical issues and solutions to other teams
- Contribute to team success by taking on related duties as needed
- Contribute to company success through continuous quality improvement
What we’re looking for
- Customer focus
- Articulate phone and email skills
- Patience
- Solid understanding of Windows PC usage, from older legacy versions through current releases, including Device Manager, drivers, and system settings
- Aptitude for computer, electronics, and software problem-solving
- Strong analytical and problem-solving skills
- A self-directed desire to learn
- Team player
Nice to have
Experience with electronics and electrical wiring. Knowledge of common power systems and multimeter use. Commitment to quality improvement. ShopBot, CNC, and CAD/CAM product knowledge. Spanish language skills.
Benefits
- Profit sharing
- Health, vision, dental and life insurance
- 401(k) with company matching
- 6 paid holidays and 23 PTO days for vacation, sick and/or personal use
- Use of our CNC machines for development and personal projects
Compensation based on experience.
Apply
Think ShopBot sounds like the right fit for you? Send us your resume and let’s find out! If you already work with ShopBot machines, tell us about it — that’s a real plus.
ShopBot Tools, Inc. is an equal opportunity employer and committed to promoting a positive work environment for all. We value diversity and inclusion of thought as an essential part of our culture and key to being a successful business serving customers around the world.