FANUC America Corporation Senior Technical Specialist in Rochester, Michigan
FANUC America CorporationSenior Technical 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 aSenior Technical Specialistto provide FAC customers (internal and external) and field service engineers with advanced telephone based and/or on-site project coordination of high level debug and repair for FANUC robotic controllers, mechanical, and related system equipment.
Primary responsibilities will include:
Discuss, diagnosis, and resolve 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 the appropriate Product Development Engineer or systems expert and follow up with customer as needed.
Create Quick Reference and Common Technical Support Log Solution attachments for customer distribution.
Create spare part quotations per customer request and part number searches as required.
Respond to customer email technical support questions by creating Technical Support Log’s and/or spare part quotes.
Utilize online documentation and hardcopy manuals to locate appropriate troubleshooting steps and/or technical information to be sent to internal and external customers.
Identify and implement business process improvements within the Technical Support group.
Maintain and achieve corporate group measures for customer satisfaction, 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 based on customer demand and/or group manpower shortages.
Willingness to be process owner of new department technical support strategies.
Willingness (but not limited to) to be assigned department responsibilities for scheduling, assignments and distribution of incoming customer support issues.
Participate in the integration and/or installation of FANUC, robots and related peripheral equipment in order to fully understand its operation, performance requirements, and troubleshooting procedures.
Develop & maintain training plan in at least two key technical areas as well as coordinate & schedule required individual and group training with PDE & Product Segment.
Ideal candidate will have the following experience and education:
Degree/Certification in Electrical, Software, Mechanical, or Manufacturing Engineering or related technical discipline or equivalent relevant experience.
Minimum eight years FANUC Integration/Installation/Service Experience.
Minimum five years related experience in customer service and customer interaction.
Mechanical/Electrical/Pneumatic Troubleshooting, Teardown, and Repair Experience.
FANUC technical experience 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.
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
Short-Term & Long-Term Disability Plans
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.