Technical Robot Phone Support

FANUC America•Rochester Hills, MI

About The Position

The Phone Technical Specialist is responsible for FANUC robot technical support and troubleshooting. The role provides FANUC America Corporation customers, both internal and external, and Field Service Engineers with advanced telephone-based debugging and repair support for FANUC robotics controllers, mechanical equipment, and related systems. The specialist also supports application-specific robot controller software and FANUC PC products. Daily work includes creating and distributing Service Request (SR) tickets, preparing on-site service and spare-parts quotes, and communicating with FANUC America Sales, Engineering, and Project Execution departments. The specialist documents cases, researches solutions, escalates advanced technical questions, and follows up with customers. The role also supports customer satisfaction and service-response targets, mentors other technical support personnel, and contributes to process improvements. FANUC America describes a workplace focused on integrity, respect, excellence, opportunity, growth, collaboration, continuous learning, and innovation. The company offers competitive pay and benefits, advancement opportunities, skill development, and recognition of individual achievements. Sponsorship is not provided for this position.

Requirements

Associate degree in a technical or engineering field, or equivalent relevant experience.
At least five years of experience in a customer-service or customer-facing role.
Mechanical, electrical, and pneumatic troubleshooting, teardown, and repair experience.
Extensive experience with FANUC products and peripheral equipment, or related tenure at other robotic manufacturers.
Computer programming experience, such as 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

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

Responsibilities

Discuss, diagnose, and resolve problems reported by customers or service engineers.
Answer technical support phone calls, emails, and chats.
Log case reports through Oracle Service Requests, identify the problem, and follow up with a thoroughly researched solution.
Escalate advanced technical questions through the ZOHO ticket system to the appropriate Regional Office Engineer, Segment Engineer, R&D Engineer, or systems expert, and follow up with customers as needed.
Train and mentor other Customer Service Technical Support personnel.
Respond to customer email technical-support questions by creating Service Requests.
Create spare-parts quotations in response to customer requests and perform part-number searches as required.
Create and send on-site service quotes as required.
Use online documentation and hardcopy manuals to find troubleshooting steps or technical information to send 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 group measures for customer satisfaction, call-answer rate, and email-handling time.
Maintain a high level of availability to answer customer phone calls.
Communicate with FANUC America Sales, Engineering, and Project Execution departments regarding service requests and quotations.

Benefits

Medical, dental, and vision insurance.
401(k) retirement program.
Life insurance.
Short-term and long-term disability plans.
Tuition reimbursement.
Wellness program.
Flexible spending accounts.
Employee assistance program.
Flexible benefit dollars.
Holiday and vacation program.
Competitive pay.
Opportunities for advancement, knowledge and skill development, and recognition of individual achievements.