Robotics Technical Specialist
Rochester Hills, Michigan
The purpose of a Senior Technical Specialist is to provide customers (internal and external) and field service engineers with advanced telephone based and/or on-site project coordination, high level debug and repair of robot, controller, and related system peripheral equipment. Duties will also include communications with sales, engineering, and project executing departments as well as creating Technical Support Log tickets and CCM Quotes for customer distribution. Senior Technical Specialists will have the ability to resolve advanced technical problems on all robot and controller platforms.
Ability to discuss, diagnosis, & repair robot operational and process problems as reported by the customer or service engineer.
Answer technical support phone calls and properly log via the TSL, identify the problem and follow up with a thoroughly researched solution.
Elevate advanced technical questions to cRc “ All Star” or appropriate Product Development Engineer and follow up with customer as needed.
Create Technical Support Log (TSL) tickets by following the TSL creation guideline.
Create TSL Quick Reference and Common TSL Solution attachments for customer distribution.
Create CCM quotations per customer request and part number searches as required.
Respond to customer email technical support questions by creating TSLs and/or CCM quotes.
Respond to customer email web requests by creating TSLs and/or CCM quotes or distributing to the appropriate department for customer follow up.
Utilize online documentation and hardcopy manuals to locate appropriate troubleshooting steps and/or technical information to be sent to internal and external customers.
Identify and implement business process improvements within the Technical Support group.
Maintain and achieve OMQ group measures for phone call answer rate and TSL 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 from the Call Center paging system.
Willingness to be process owner of new department technical support strategies.
Willingness (but not limited to) to be assigned department responsibilities for scheduling, assignments and distribution of incoming customer support issues.
Robot and system programming and path editing of robots and related peripheral equipment to restore, maintain or optimize system performance
Participate in the integration and/or installation of FANUC robots and related peripheral equipment in order to fully understand its operation, performance requirements, and troubleshooting procedures.
1 week per year of robot, programming, software or other training.
Develop & maintain “ All Star” training plan in at least two key technical areas as well as coordinate & schedule required individual and group training with PDE & Product Segment.
24 hours of “ All Star” training and a minimum of 12 hours as the trainer.
Identify and implement business process improvements within the Technical Support group and cRc.
Training /mentoring to other cRc Technical Support personnel.
Ability to read and interpret electrical, mechanical, and pneumatic prints and related technical documentation
Ability to read and interpret PLC ladder logic
Extensive experience with common robot applications and programming (spot welding, arc welding, material handling, palletizing)
Ability to coordinate multiple activities and job assignments simultaneously while adjusting
priorities as required
Excellent oral skills with the ability to provide clear and concise instructions over the phone to both internal and external customers and at all levels.
Excellent written skills with the ability to write instructions, technical answers, and customer emails in a clear, grammatically correct, and professional manner.
Ability to utilize common PC and Microsoft Office applications (Outlook, Word, Excel)
Ability to work safely and effectively within OSHA Laws
Hard copies of this document are considered to be uncontrolled. Holders are responsible for verifying the revision level with Human Resources
Well developed technical writing and communication skills
Bachelor degree in Electrical, Software, Mechanical, or Manufacturing Engineering or related robotic technical discipline or equivalent relevant experience.
Minimum five years related experience in customer service and customer interaction
Minimum eight years Robotics Integration/Installation/Service Experience
Mechanical/Electrical/Pneumatic Troubleshooting, Teardown, and Repair Experience
Computer programming or related PLC or robotic programming