Juki’s Software Support Specialists oversee and provide support to our customers for software that our organization sells. Our software is used in factories assembling SMT electronic products and covers various areas of production.
Juki’s Software Support Specialists are in charge of providing support for our organization's software applications. They are responsible for completing training sessions for end users, using specific Juki software tools and applications found and used on our various machines and communication networkings. Software support specialists incorporate technical information for specialized programs, educate users on a variety of topics, coordinate implementation processes for customers, and create detailed reports based on training performance and support activities. They actively participate in business meetings and suggest changes in software support processes based on observations. These specialists also assist with the testing of new software releases and report issues as needed, as well as provide support to internal and external constituents through phone and email communications.
One of the main duties includes research tasks to provide sound connection solutions to customer requests, specifically Juki SMT equipment being integrated into their factory using Machine to Machine (M2M) & Machine(s) to Juki's clients MES/ERP systems. Software specialist also produce diagnostic tools and reference materials and deliver technical instruction to other specialists or teams within the organization.
Train customers on use of Juki SMT machine related software (on-site and in class)
Document, track, and resolve issues in software / hardware (both native & OEM products)
Produce instructions and videos for installation machine application networking software
Provide training and documentation for trending software options.
Suggest the best implementation of Juki hardware and software for line integrations.
Coordinate efforts with other teams and teammates to resolve issues quickly.
Perform root cause analysis for each issue, escalating as necessary.
Meet customers to define and document project scopes, SOWs, and sales requirements.
Extensive travel is required (over 50%) deploying software at customer sites
Work with various suppliers to configure, improve or customize software as needed
A bachelor's degree in information systems is preferred, or extensive experience in a related field is required for this position. In addition, experience in a similar capacity and industry certifications are preferred but not required. Software support specialists should be highly organized individuals that work well in a team environment, but also perform effectively on their own with customers. They must possess strong communication skills and be able to explain technical issues to non-technical clients. In addition, they should have excellent analytical skills, the ability to troubleshoot, and the ability to cultivate business relationships based on trust and professionalism. They must have an excellent understanding of different operating systems and programming languages, as well as extensive experience working with databases and network tools.