Robotics/Automation Technical Support Specialist

Aston Carter•Pontiac, MI

1d•$40 - $43•Hybrid

About The Position

The Technical Support Specialist provides expert technical assistance to customers, partners, and internal teams for advanced robotic and automation products and systems. This role is critical in ensuring high customer satisfaction by diagnosing issues, resolving technical challenges, and supporting the successful operation of robotic solutions. You will proactively communicate with customers and sales teams to understand customer needs, identify opportunities, and contribute to service growth and industrial innovation.

Requirements

Bachelor’s degree and 4+ years of experience, Associate’s degree and 6+ years of experience, or a high school diploma and 8+ years of experience.
At least 4+ years of technical support, field service, or engineering experience working with industrial robotics, PLCs, or automation systems.
Demonstrated experience in technical support, customer service, and customer support in an industrial or automation environment.
Strong troubleshooting and analytical skills for diagnosing hardware, software, and application-related issues.
Experience working with robotics and automation systems and a strong interest in this field.
Proficiency with Microsoft Office tools, including Microsoft Excel, and comfort with data entry and general office software.
Ability to provide professional customer service and communicate clearly with customers and internal teams.
Willingness to travel approximately 10–20% as part of the role.
Ability to communicate effectively in English; Spanish language skills are a plus.
Existing work authorization that permits employment in the United States.

Nice To Haves

Experience with the specific robotic products and solutions used in this environment is preferred.
Programming experience, such as robot programming or scripting in industrial or technical environments, is preferred.
Experience in sales support or working closely with sales teams to address technical questions.
Background in field service for industrial equipment or automation systems.
Comfort working in a global, collaborative environment with cross-functional teams.
Strong documentation skills, including the ability to record cases, solutions, and best practices clearly and accurately.

Responsibilities

Provide escalation-level technical support for products, systems, and software through phone, email, and remote support tools.
Troubleshoot hardware, software, and application-related issues in robotics and automation systems.
Analyze customer problems, identify root causes, and recommend effective, long-term solutions.
Collaborate closely with engineering, product management, and field service teams to resolve complex technical issues.
Document support cases, solutions, and best practices in internal support systems to build knowledge and improve future responses.
Deliver a high level of customer service while consistently meeting response time and quality targets.
Support sales teams by providing technical insights that help address customer needs and enable service growth.
Maintain accurate records of customer interactions, technical findings, and resolution steps.
Use remote diagnostic tools and standard office software to assess system performance and guide customers through solutions.
Travel as needed to customer sites, up to approximately 10–20%, to support field service activities and technical escalations.