What are the responsibilities and job description for the Robotics Tech Support Specialist position at FutureRecruitNet?
About the job Robotics Tech Support Specialist
What you will be doing :
We are searching for a 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.
This position will focus on maintaining FAC'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.
Experience you will need :
Benefits
