Senior Robotics Technical Support Specialist

2 weeks ago

Rochester, United States FANUC America Corporation Full time

** FANUC America Corporation**

** Senior Robotics Technical Support Specialist**

Rochester, MI 48309

We are looking for talented people who value integrity, informed decision-making and collaboration. If you believe you are one of those talented people, and are interested in being considered for a career at **FANUC America**, we invite you to apply *today*FANUC America Corporation (FAC) is currently searching for a **Senior Robotics Technical Support Specialist** **to play an integral role by providing frontline technical support to FAC customers**, internally and externally, within our fast-paced technical customer service hotline group. At **FANUC America Corporation** we are passionate about our customers, our employees, and the work we perform. We maintain a workplace where individuals can be proud of, where talents are embraced, and results are encouraged and supported.

FANUC America Corporation is the world leader in robotics, CNC systems and factory automation and has been voted by our employees as a Top Workplace year after year. Our innovative technologies and proven expertise help manufacturers in the Americas to be more efficient, reliable and profitable.

This position will focus on maintaining FACs Service First mindset by providing helpful, courteous, and detailed technical support and guidance to customers regarding high-level debug and repair of their FANUC robots, controllers, mechanical, and related systems/equipment, as well as on-site project coordination. Primary responsibilities will include:

* Discuss, diagnosis, and resolve issues related to repairing robots (including operational and process issues) as reported by customers and/or Service Engineers.

* Answer technical support requests (via phone call, email, or webchat), identify the problem and follow up with a thoroughly researched solution before properly logging via the technical support log,

* Create spare part quotations, quick reference guides, and technical support logs (including common solutions to challenges) to provide to customers in response to technical support inquiries.

* Utilize online documentation and hardcopy manuals to locate appropriate troubleshooting steps and/or technical information to be sent to internal and external customers, or utilized during onsite project coordination.

* Maintain and achieve corporate group measures for customer satisfaction, phone call answer, and technical support log closure rates.

* Coordinate with Project Managers to develop project support schedule and define onsite scope of work to be performed.

* Communicate with customer personnel on project requirements, delivery schedules, and project status as needed.

* Identify and implement business process improvements within the Technical Support group.

* Support new department technical support strategies by taking on the role of process owner when necessary.

* Participate in the integration and/or installation of FANUC robots and related equipment in order to fully understand its operation, performance requirements, and troubleshooting procedures.

* Develop and maintain training plan in at least two key technical areas as well as coordinate and schedule required individual and group training with Product Development Engineering and Product Segment.

**Ideal candidate will have the following experience/skills and education:**

* Degree or certification in mechanical, electrical, software, robotics, automation, or related engineering/technical field; or equivalent relevant experience.

* Minimum eight years of experience with FANUC robots, controls and/or applications, preferably in integration, service, or installation type of position (including knowledge of robotic applications and processing).

* Minimum five years of experience in customer service or interfacing with customers.

* Experience with equipment and robot maintenance, including mechanical, electrical, and pneumatic troubleshooting, teardown, and repair with the ability to read and interpret electrical, mechanical, and pneumatic prints and related technical documentation.

* Proven ability to resolve advanced technical problems on all FANUC controller platforms.

* Experience with robotic programming, computer programming (Roboguide), or related PLC programming.

* Excellent communication skills (written/oral) with the ability to interface with others over the phone and at all levels of the organization, internally and externally.

* Familiarity with MS Word and Excel.

* Flexibility with supporting on-call after hours support and 2nd or 3rd shift based on customer demand and/or group manpower shortages.

* Robotic paint system experience is highly preferred.

We offer market competitive pay and benefits programs, as well as opportunities for advancement, knowledge and skill development, and recognition of individual achievements. In addition, we offer the following benefits to our employees:

* Medical, Dental & Vision Insurance

* 401(k) Retirement Program

* Life Insurance

* Short-Term & Long-Term Disability Plans

* Tuition Reimbursement

* Wellness Program

* Flexible Spending Accounts

* Employee Assistance Program

* Flexible Benefit Dollars

* Generous Holiday & Vacation Program

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