Technician 1, Technical SupportWoodworking CNC FocusLocation: La Vergne, TNBrands: Powermatic • JET • Axiom • Wilton • Edwards • Baileigh | Technical Service | Reports to: Manager, Technical SupportAt JPW Industries, we don't just build products, we build careers.Be the expert voice woodworkers reach for when it matters most. CNC routers. Machining centers. Controllers, spindles, tooling, and the software that ties it together. When a shop owner, distributor, or sales rep hits a wall, you are the person who gets them running again. As Technician 1, Technical Support with a woodworking CNC focus, you will provide hands-on technical guidance by phone for JPW's woodworking machinery, walking customers through setup, configuration, and troubleshooting until the problem is solved.With trusted brands like Powermatic, JET, Axiom, Wilton, Edwards, and Baileigh, JPW is a leader in woodworking and metalworking machinery for professionals worldwide.
CNC woodworking is a fast-growing part of that portfolio, and this role puts you at the center of the customer experience for it. If you know CNC woodworking equipment, love solving problems, and can keep a frustrated caller calm and confident, keep reading.What You Will OwnAs a Technical Support Technician, you own the technical resolution of each case you take. You will partner with field service, engineering, and the broader technical service team to get customers back to making chips and sawdust.• The customer's technical outcome: setup, configuration, and troubleshooting driven to a timely, professional resolution.• CNC expertise for the portfolio: controllers and software, spindles, tooling, workholding, and dust collection on routers and machining centers.• Accurate case records: work orders, repair status, and field service authorizations kept current in the business systems.• Product knowledge that stays ahead of the portfolio, including firmware, software, and new model changes.Your First Year: What Success Looks Like• You resolve woodworking CNC setup and troubleshooting calls independently, and stakeholders ask for you by name.• You know the CNC portfolio cold: controls, software, tooling, and the most common failure modes and fixes.• Your case documentation is clean and current, and field service handoffs are smooth.• You have flagged recurring product issues to the manager and helped drive improvements.How You'll Spend Your TimeSolve the Problem• Provide technical assistance on warranty and non-warranty products, focused on CNC routers and machining centers, their controls, spindles, and tooling.• Guide customers through CNC setup and operation: assembly and calibration, controller and software configuration, homing and work offsets, feeds and speeds, and bit and collet selection.• Diagnose electrical, mechanical, and software or control faults and walk stakeholders through corrective steps.Serve Every Stakeholder• Respond timely to inquiries, complaints, and questions from end users, distributors, sales reps, and ASC personnel on application and specifications.• Coordinate field service, assign authorization numbers, and notify departments of any change in repair station status.• Correspond professionally by phone, email, or letter and keep every case courteous and clear.Keep the System Current• Enter work orders, monitor repair progress, and keep files and status up to date in the business systems.• Stay current on product lines, software and firmware updates, and portfolio changes.• Recognize recurring issues and recommend process improvements.What You Will Bring: Expertise. Knowledge. Drive.• Education: High school diploma required. Bachelor's degree preferred.
Relevant experience of 3 to 5 years may substitute for education.• Training: Some college, technical, or vocational training in electrical controls and mechanical machine operation and accessories.• CNC Knowledge: Working knowledge of woodworking CNC machinery (routers and machining centers), controllers, and CAD/CAM or machine control software strongly preferred, including G-code basics, work offsets, tool changes, and workholding for wood.• Machinery: General woodworking and metalworking machinery knowledge, plus familiarity with micrometers, calipers, dial indicators, and hand and power tools, preferred.• Service Skill: A high level of service to internal and external customers, with active listening, patience, and problem solving, staying calm with difficult or frustrated callers.• Communication: Clear detailed communication by phone, in person, and in writing.• Computer Skills: Proficiency with MS Office (Excel, Word, Outlook) and comfort learning new technology and business systems.• Drive: Comfortable in a fast-paced environment, able to work unsupervised, and self-driven to see tasks through.• Safety: Knowledge of safety standards and PPE, with a demonstrated commitment to safety.• Work Setting: On-site at the La Vergne, TN office; substantial time is spent on the phone and computer.How You Will Show Up: Our "We Are One" ValuesSuccess at JPW is measured by more than results. It is grounded in how we work. In this role you will bring to life our "We Are One" core values:• Accountability (We Keep Score & Play to Win): Own each case to resolution and follow through on what you promise the customer.• Problem Solving & Innovation (We Believe in Innovation): Diagnose root causes and find the fastest safe path back to a working machine.• Communication & Integrity (We Act with Integrity): Give customers the full, honest picture, clearly and respectfully, even under pressure.• Decision Making (We Think Customer First): Put the end user's success first in every call and every recommendation.• Agility & Resilience (We Keep Score & Play to Win): Juggle a fast-moving queue and stay calm and focused with tough callers.• Collaboration & Inclusion (We Win as a Team): Partner with field service, engineering, and teammates to get customers running.Why JPW Industries? Lead. Innovate. Deliver.We are more than just a workplace.
We are a community of innovators, problem solvers, and game changers. Here is what we offer:• Competitive Pay + Annual Bonuses• Comprehensive Benefits: medical, dental, vision, life insurance, disability, telehealth, and more from Day 1• Retirement Plans & Employer Contributions• Generous PTO + Paid Holidays• Career Development & Learning Opportunities• Team Member Appreciation Events• A Culture That Values Integrity, Teamwork & InnovationAt JPW Industries, we don't just build products, we build careers!Be Part of Something Bigger. Apply Today.JPW Industries is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status, or other protected status.