Service & Support Technician

About Us

MiCROTEC is a high-tech company and global leader in wood scanning solutions. Founded in 1980 and headquartered in Bressanone, Italy, MiCROTEC has offices in Sweden, Germany, Finland, Canada, and the United States. We partner with some of the world’s largest sawmills and wood processing companies to help optimize production, improve product value, and support more sustainable wood utilization.

Our team is driven by innovation and a passion for advancing the wood processing industry through cutting-edge technologies including CT (Computed Tomography), X-ray, visual scanning, deep learning, artificial intelligence, and stereoscopic imaging.

As the world’s leading provider of wood scanning solutions, we offer meaningful opportunities for professional growth and development within a collaborative, global organization. Our core values — Customer Success, Innovation, Trust, Collaboration, and Passion for Excellence — guide everything we do. If those values resonate with you, we invite you to become part of our team.

Overview

The Service & Support Technician is responsible for supporting, maintaining, and troubleshooting MiCROTEC lumber grading systems across the United States, Canada, and Australia/New Zealand. This role requires strong mechanical, electrical, and networking knowledge, as well as excellent problem-solving and customer service skills to ensure uptime and reliability for customers. The position involves on-site service visits, remote support, and system upgrades, along with after-hours on-call responsibilities.

Key Responsibilities

Customer Support & Troubleshooting

• Field support calls and emails, assisting customers with mechanical, electrical, and software issues.
• Provide remote troubleshooting and on-site maintenance visits to optimize system performance.
• Document customer interactions, service reports, and issue resolutions in Asana, ActivityDB, and ServiceNow.
• Manage personal scheduling and preparation for upcoming service visits and after-hours shifts.

System Calibration & Maintenance

• Conduct system testing, calibration, and performance verification during service visits.
• Perform scheduled maintenance and software/hardware upgrades on customer sites.
• Assist with building and configuring new compute stacks for system installations and upgrades.
• Support the installation and commissioning team as needed.

Process Improvement & Documentation

• Create and update installation and service project tracking in Asana.
• Provide feedback for continuous improvement of troubleshooting tools and service processes.
• Ensure proper use of Lock-Out Tag-Out (LOTO) procedures when working on systems.

Technical Collaboration & On-Call Support

• Collaborate with engineering, installation, and manufacturing teams to resolve escalated issues.
• Participate in 24/7 phone support rotations, assisting customers during mill downtime situations.
• Assist in training new Service Technicians on troubleshooting best practices.