Technical Robot Phone Support

FANUC America Corporation•Rochester Hills, MI

130d

About The Position

The Robot Phone Technical Specialist provides advanced telephone-based technical support, debugging, and repair guidance for FANUC robot controllers, mechanical systems, and related equipment. The role supports FANUC America Corporation customers, Field Service Engineers, application-specific robot controller software, and FANUC PC products. The specialist handles customer inquiries and cases, researches and communicates solutions, prepares service and spare-parts quotations, and coordinates with FANUC America Sales, Engineering, Project Execution, and technical experts. The role also contributes to staff training, documentation, process improvements, and customer service performance goals.

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 with 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 across 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, or service experience.
Bachelor’s degree in electrical, software, mechanical, or manufacturing engineering; advanced experience may be considered in lieu 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 problems, research solutions, and follow up.
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 questions by creating Service Requests.
Create spare-parts quotations and search for part numbers as required.
Create and send quotations for on-site service as required.
Use online documentation and hardcopy manuals to find troubleshooting steps and technical information for internal and external customers.
Create Quick Reference and Common SR Solution attachments for distribution to customers.
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 high availability to answer customer phone calls.
Create and distribute Service Request tickets, on-site service quotes, and spare-parts quotes, and communicate with FANUC America Sales, Engineering, and Project Execution departments.

Benefits

Medical insurance
Dental insurance
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
Generous holiday and vacation program
Market-competitive pay
Opportunities for advancement, knowledge and skill development, and recognition of individual achievements