Field Service Technician

Ocado Group

7d•Onsite

About The Position

The Field Service Technician resolves complex technical issues escalated by Product Support Specialists and provides on-site support to customers. The role involves troubleshooting robotic systems and related electrical and network equipment, interpreting device logs and wiring diagrams, and applying changes to remote monitoring systems in accordance with Standard Operating Procedures. The technician also maintains onsite spare-parts inventory, keeps the work area safe and organized, records and updates tickets, performs preventative maintenance, and travels to customer sites as needed. The technician serves as the primary on-site customer contact and works with support specialists, hardware teams, software teams, customers, and other stakeholders.

Requirements

Up to 1 year of 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, including the ability to explain technical issues to non-technical users.
Proficiency with ticketing systems such as Freshdesk and Jira.
Ability to work independently and as part of a team.
Customer-oriented attitude and focus on providing high-quality service.

Nice To Haves

A diploma or bachelor's degree in Electrical Engineering or Computer Hardware and Software is an advantage.

Responsibilities

Address and resolve complex issues escalated by Product Support Specialists.
Follow the escalation matrix and escalate unresolved issues to hardware and software teams as necessary.
Use electrical wiring diagrams and schematics 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 and understand Standard Operating Procedures and implement relevant changes to the remote monitoring system to fix issues in robotic machines.
Manage onsite inventory and perform physical audits to ensure an adequate supply of spare parts.
Maintain a safe and organized work environment around equipment.
Create and update the ticketing tool daily.
Conduct preventative maintenance on robotic systems to maintain performance and avoid potential problems.
Travel to different sites as needed to provide on-site customer support.
Serve as the primary on-site customer contact and provide customer service and support.
Communicate effectively with team members, customers, and stakeholders.