FANUC America CorporationTechnical Specialist Rochester, MI 48309
AtFANUC America Corporationwe are passionate about our customers, our employees, and the work we perform. We maintain a workplace where individuals can be proud of, where talents are embraced, and results are encouraged and supported.
We are looking for talented people who value integrity, informed decision-making and collaboration. If you believe you are one of those talented people, and are interested in being considered for a career atFANUC America, we invite you to applytoday!
FANUC America Corporation is the world leader in robotics, CNC systems and factory automation and has been voted by our employees as a Top Workplace, year after year. Our innovative technologies and proven expertise help manufacturers in the Americas to be more efficient, reliable and profitable.
FANUC America Corporation (FAC) is currently searching for a Technical Specialist (Customer Service Technical Support) to provide FANUC America customers (internal and external) with telephone based and/or on-site project coordination, debug and repair of FANUC robot, controller, and related system peripheral equipment. Primary responsibilities will include:
Ability to discuss, diagnosis, & supply repair robot operational and process problems as reported by the customer or service engineer.
Answer technical support phone calls and properly log via the Technical Support Log, identify the problem and follow up with a thoroughly researched solution.
Elevate advanced technical questions to Customer Service "All Star" or appropriate Product Development Engineer and follow up with customer as needed.
Create Quick Reference and Common Solution Technical Support Log attachments for customer distribution.
Create quotations per customer request and part number searches 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 or utilized during on-site project coordination.
Identify and implement business process improvements within the Technical Support group.
Maintain and achieve corporate group measures for phone call answer rate and Technical Support Log closure rate.
Maintain a high level of availability to answer customer phone calls.
Flexible with supporting "on-call" after hours support and 2nd or 3rd shift based on customer demand and/or group manpower shortages.
Flexible with providing support services which will require short-term on-site support.
Coordinate with project managers to develop project support schedule and define onsite scope of work to be performed.
As needed communicate with customer personnel on project requirements, delivery schedules, and project status.
When on-site provide technical direction to contractors and other personnel assigned to projects.
Ideal candidate will have the following experience/skills and education:
Degree in Engineering or related technical discipline (mechanical, electrical, software, robotics, automation, etc.) or equivalent relevant experience.
Minimum five years of experience with FANUC robots, controls and/or applications.
Mechanical/Electrical/Pneumatic Troubleshooting, Teardown, and Repair Experience.
Computer programming (Roboguide) or related PLC or Robotic programming experience.
Ability to read and interpret electrical, mechanical, and pneumatic prints and related technical documentation.
Knowledge of robotic applications and processing. Strong emphasis on Paint Systems highly preferred.
Experience with MS Word and Excel.
Excellent communication skills (written/oral) and the ability to interface with people and customers over the phone and at all levels of FANUC America.
We offer market competitive pay and benefits programs, as well as opportunities for advancement, knowledge and skill development, and recognition of individual achievements. In addition, we offer the following benefits to our employees:
Medical, Dental & Vision Insurance
401(k) Retirement Program
Life Insurance
Short-Term & Long-Term Disability Plans
Tuition Reimbursement
Wellness Program
Flexible Spending Accounts
Employee Assistance Program
Flexible Benefit Dollars
Generous Holiday & Vacation Program
FANUC America Corporation is an equal opportunity employer that proudly extends opportunities to qualified individuals including disabled persons and veterans without regard to any legally protected status or characteristic.