Technical Specialist

3 weeks ago

Rochester, United States TRG Full time

Our client is seeking a Technical Specialist to provide customers (internal and external) with telephone based and/or on-site project coordination, debug and repair of their robot, controller and related system peripheral equipment.

RESPONSIBILITIES

  • Ability to discuss, diagnosis, and supply repair robot operational and process problems as reported by the customer or service engineer.
  • Answer technical support phone calls and properly log via the Technical Support Log, identify the problem and follow up with a thoroughly researched solution.
  • Elevate advanced technical questions to the appropriate Product Development Engineer and follow up with customer as needed.
  • Create Quick Reference and Common Solution attachments for customer distribution.
  • Create CCM quotations per customer request and part number searches as required.
  • Utilize online documentation and hard copy manuals to locate appropriate troubleshooting steps and/or technical information to be sent to internal and external customers or utilized during on-site project coordination.
  • Identify and implement business process improvements within the Technical Support group.
  • Maintain and achieve group measures for phone call answer rate and ticket closure rate.
  • Maintain a high level of availability to answer customer phone calls.
  • Flexible with supporting 2nd or 3rd shift based on customer demand and/or group manpower shortages.
  • Flexible with supporting "on-call" after hours support
  • Flexible with providing support services which will require short-term on-site support
  • Coordinate with project managers to develop project support schedule and define onsite scope of work to be performed.
  • As needed communicate with customer personnel on project requirements, delivery schedules and project status
  • When on-site provide technical direction to contractors and other personnel assigned to projects.

REQUIREMENTS
  • Knowledge of robotic applications and processing. Strong emphasis on Paint Systems highly preferred.
  • Knowledge of Microsoft Word and Excel
  • Knowledge and application of ISO standards
  • Demonstrated ability to plan organize and execute multiple tasks concurrently.
  • Must have demonstrated capability in: Robotic application engineering and programming.
  • Written and oral communication skills
  • Successfully working in teams
  • Personal initiative to effectively manage himself/herself

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