Field Service Engineer- Los Angeles

Ocado Group

2d•Onsite

About The Position

The Field Service Technician is responsible for problem-solving and assisting in the resolution of matters brought forward by product support specialists. The technician should be able to communicate with team members, customers and stakeholders in a strong manner to maintain a strong rapport.

Requirements

Up to 1 year experience in a similar role in a technical environment.
Strong understanding of electrical systems, network connections, and robotic technologies.
Excellent troubleshooting and problem-solving skills.
Effective communication skills with the ability to explain technical issues to non-technical users.
Proficiency in using ticketing systems like Freshdesk and Jira
Ability to work independently and as part of a team.
Customer-oriented attitude with a focus on providing high-quality service.

Nice To Haves

Diploma / Bachelor in Electrical Engineering/ Computer Hardware and Software is an advantage

Responsibilities

Address and resolve complex issues escalated by Product Support Specialists.
Follow escalation matrix for unresolved issues to hardware, and software teams as necessary.
Utilize electrical wiring diagrams / schematic to troubleshoot issues
Diagnose technical issues involving robotic machines, including Fanuc Arms, network connections, hard drives, and electrical box malfunctions
Read and interpret device logs to identify and resolve problems.
Review, understand Standard Operating Procedures (SOPs), and implement changes as they relate to the remote monitoring system to fix issues within the Robotic machines
Manage onsite inventory and perform physical audits to ensure a sufficient supply of spare parts, maintain safe and organized work environment around equipment
Create and update the ticketing tool daily
Conduct preventative maintenance on robotic systems to ensure optimal performance and avoid potential problems.
Travel to different sites as needed to provide on-site support for customers
Serve as the primary point of contact for the customer on-site, providing exceptional customer service and support.