Robotic Technical Phone Support

  • FANUC America Corporation
  • May 02, 2024
Full time Customer Service Technical/Technician

Job Description

The Robotic Technical Phone Support will play an integral role by providing frontline technical support to internal and external customers within our fast-paced technical customer service hotline group. This position will focus on maintaining FANUC’s “Service First” mindset by providing helpful, courteous, and detailed technical support and guidance to customers regarding debug and repair of their FANUC robots, controllers, 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 phone call answer rate and technical support log closure rate.
  • 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.
  • Support the technical support group by identifying and implementing business process improvements when able.

Ideal candidate will have the following experience, skills and education:

  • High School Diploma or GED
  • Degree or certification in mechanical, electrical, software, robotics, automation, or related engineering/technical field; or equivalent relevant experience.
  • Minimum five 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)
  • 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.
  • 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.