Phone Support Technical Specialist

FANUC America Corporation•Rochester Hills, MI

About The Position

The Technical Specialist will be responsible for providing FANUC America Corporations’ customers (internal and external) and Field Service Engineers with advanced telephone based, high level debug and repair of FANUC robotics controllers, mechanical, and related system equipment. They will support application specific robot controller software as well as support FANUC PC products. Daily responsibilities include creating and distributing Service Request (SR) tickets, Robotics on-site service quotes, and Robotics spare parts quotes to customers and communicate with FANUC America Sales, Engineering, and Project executing departments.

Requirements

Minimum of five years of related experience in a customer service or customer-facing role
Minimum five years FANUC Integration/Installation/Service experience
Mechanical/Electrical/Pneumatic Troubleshooting, Teardown, and Repair experience
Extensive experience with FANUC products and peripheral equipment or related tenure at other robotic manufacturers
Computer programming (Roboguide) or related PLC or Robotic programming experience
Ability to read and interpret electrical, mechanical, and pneumatic prints and related technical documentation
Ability to resolve advanced technical problems on all FANUC controller platforms
Ability to coordinate multiple activities and job assignments simultaneously while adjusting priorities

Nice To Haves

Bachelor’s degree in electrical, software, mechanical, or manufacturing engineering; advanced experience may be considered in lieu of formal education
Minimum of 5+ years of progressive experience in customer‑facing engineering, technical service, or application support roles
Minimum of 5+ years of advanced FANUC integration, installation, service, and system‑level troubleshooting experience
Expert‑level proficiency in mechanical, electrical, pneumatic, and robotic system troubleshooting, including ownership of complex diagnostics, root‑cause analysis, and resolution

Responsibilities

Discuss, diagnosis, and resolve problems as reported by the customer or service engineer
Answer technical support phone calls, e-mails, and chats
Properly log case reports via Oracle Service Requests, identify the problem and follow up with a thoroughly researched solution
Elevate advanced technical questions using ZOHO ticket system to engage the appropriate Regional Office Engineer, Segment Engineer, R&D Engineer, or systems expert and follow up with customer as needed
Training /mentoring to other Customer Service Technical Support personnel
Respond to customer e-mail technical support questions by creating SR’s
Create spare part quotations per customer request and part number searches as required
Create and send quotes for on-site Service as required
Utilize online documentation and hardcopy manuals to locate appropriate troubleshooting steps and/or technical information to be sent to internal and external customers
Create Quick Reference and Common SR Solution attachments for customer distribution
Identify and implement business process improvements within the Technical Support group
Maintain and achieve group measures for customer satisfaction, call answer rate, and e-mail handling time
Maintain a high level of availability to answer customer phone calls