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Technical Support Specialist

2 months ago

Sidney, Ohio, United States KUKA Full time

Overview

The Technical Support Specialist for Tier 1 customers plays a crucial role in delivering exceptional technical assistance across KUKA's extensive product and service offerings. This position spans the entire customer journey, from initial sales inquiries to post-sales support, ensuring that clients receive comprehensive guidance and solutions tailored to their needs.

Key Responsibilities

  • Deliver technical assistance to Tier 1 clients and system integrators, covering all aspects of KUKA's product and service range.
  • Collaborate with the Sales Department to develop application concepts, project estimates, financial analyses, and manage project timelines and modifications.
  • Act as a liaison among customers, Sales, Product Management, Development, and Service throughout the product lifecycle.
  • Provide in-depth technical sales support to the Sales team, fostering customer loyalty and satisfaction.
  • Offer comprehensive product support via various communication channels, including phone, email, and on-site visits within the North American region.
  • Diagnose and resolve electrical, mechanical, and programming issues related to KUKA equipment and custom software solutions.
  • Evaluate Tier 1 customer needs concerning products and services.
  • Ensure compliance with engineering standards and specifications for Tier 1 customers.
  • Assist in the development of new products by gathering customer requirements and coordinating field launches in the North American market.
  • Manage and execute customer-specific projects in collaboration with relevant departments.
  • Investigate and address issues and inquiries during development, commissioning, and production phases, coordinating necessary corrective actions.
  • Oversee quality and complaint management, documenting and implementing solutions for technical issues encountered in the field.
  • Conduct workshops and webinars, and produce technical bulletins for Customer Service engineers.
  • Proactively engage with Tier 1 customers and system integrators regarding KUKA's complete service offerings throughout the product lifecycle.
  • Support the Engineering Director in formulating a service sales strategy aimed at driving growth.
  • Willingness to travel frequently to customer locations on short notice.
  • Identify and escalate issues to ensure KUKA Robotics products meet customer availability expectations.
  • Continuously enhance skills and knowledge of products/applications, identifying training needs and staying informed about competitive benchmarks and technological advancements.
  • Seek opportunities for sales while maintaining high levels of customer satisfaction.
  • Safety Compliance: Adhere to safety regulations and report any safety concerns observed at customer or integrator sites.

Supervisory Duties

Occasionally oversee a team of 2 to 4 engineers or service technicians to ensure successful project execution. Responsibilities include planning, assigning, and directing work, as well as evaluating performance.

Qualifications

  • Proven ability to perform all essential duties satisfactorily. Must meet or exceed educational and experience requirements.
  • Ability to interpret mechanical, electrical, and electronic documentation.
  • Strong software diagnostic skills.
  • Familiarity with customer service principles for both phone and in-person interactions. Proficient in PC applications, including MS Office and ERP systems.

Education and Experience

  • Bachelor's degree in Electrical Engineering, Mechanical Engineering, or a related field, along with five years of relevant experience, or an equivalent combination of education and experience.
  • Comprehensive understanding of customer service fundamentals for direct customer interactions and prior experience with CRM and ERP software.
  • Sales experience is a significant advantage, with a solid understanding of the sales process.
  • Results-oriented mindset with a strong commitment to meeting customer expectations and deadlines.

KUKA is an Equal Opportunity Employer dedicated to fostering an inclusive and diverse workforce. All qualified applicants will be considered for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status, protected veteran status, or any other factor protected by applicable laws.