Hotline Engineer RM

FANUC Europe; Coventry; On-site; GBP 32,000 - 45,000; Full time

Job summary

FANUC Europe seeks a skilled Technical Support and Service Coordination professional to assist ROBOSHOT customers from the UK office. You will diagnose faults, provide remote and on-site support, and coordinate service engineers to minimise downtime.

Ideal candidates will have at least 4 years in industrial machinery support, strong communication skills, and experience with CRM/SAP/ERP systems. Travel to customer sites across the UK and abroad will be required.

Qualifications

• Experience diagnosing faults on industrial injection moulding machinery or CNC equipment.
• Technical qualification in engineering or equivalent.
• Experience using CRM ERP or service management systems.
• Fluent in English with strong communication skills.

Responsibilities

• Act as the primary point of contact for ROBOSHOT customer service and technical enquiries.
• Diagnose machine faults remotely using telephone, email, and remote support tools.
• Provide troubleshooting support for electrical, mechanical, control, and process-related issues.
• Coordinate Service Engineer attendance when on-site support is required and provide technical support.
• Plan and coordinate preventative maintenance activities for FANUC products.
• Monitor open cases and provide customers with timely updates on progress and resolution activities.
• Build and maintain strong customer relationships through professional and proactive support.
• Ensure adherence to established processes, standards, compliance requirements and SLA’s.

Skills

Fault-finding

Problem-solving

Customer service

English fluency

Technical communication

Multitasking

Education

Engineering qualification

Tools

CRM software

ERP systems

SAP

Job description

Purpose of the Role

To provide technical support and service coordination for FANUC ROBOSHOT customers, delivering

FANUC UK Limited

Coventry, GB, CV7 9DR

Your core tasks will include

Technical Support

• Act as the primary point of contact for ROBOSHOT customer service and technical enquiries
• Diagnose machine faults remotely using telephone, email, and remote support tools
• Provide troubleshooting support for electrical, mechanical, control, and process-related issues
• Support customers in minimising machine downtime and restoring production as quickly as possible
• Provide technical support across other FANUC products as required

Service Coordination

• Log, prioritise, and manage customer cases through the ERP service management system.
• Coordinate Service Engineer attendance when on-site support is required and provide technical support
• Plan and coordinate preventative maintenance activities for FANUC products
• Monitor open cases and provide customers with timely updates on progress and resolution activities

Customer Excellence

• Build and maintain strong customer relationships through professional and proactive support
• Deliver excellent customer service and contribute to continuous service improvement through feedback

Health & Safety

• Ensure compliance with health and safety/environmental requirements, including RAMS, permits, and site access processes

General

• Ensure adherence to established processes, standards, compliance requirements and SLA’s
• Contribute to Service revenue, utilisation, and customer satisfaction targets/KPIs
• Maintain and develop technical knowledge of FANUC core products, applications, and related technologies
• Undertake any other duties within the scope of the role as required by the Service Manager

Your Profile

• Minimum of 4 years' experience supporting, maintaining, or troubleshooting industrial injection moulding machinery, CNC, machine tools
• Technical qualification in a relevant engineering discipline and/or equivalent industry experience.
• Proven experience diagnosing and resolving faults on industrial machinery, automation equipment, or manufacturing systems.
• Experience using CRM, SAP, ERP, or service management systems.
• Strong fault-finding, analytical, and problem-solving skills.
• Excellent communication and customer service skills.
• Ability to manage multiple priorities and perform effectively under pressure.
• Ability and drive to develop technical expertise across the wider FANUC product portfolio
• Fluent in English

Key Success Measures

• High customer satisfaction
• Achievement of utilisation targets and service

related KPIs.

• Positive contribution to customer retention and

service business growth

You May Be Required To

• Support wider operational initiatives as required.
• Support internal projects and implementation activities.
• Travel to customer sites and FANUC offices in the UK and overseas as required.

The candidate should ideally be located within a 30-40 minute commute of the FANUC UK office in Coventry and must have the legal right to work in the UK.

Requisition number: 741

Contract type: Regular

Working time model: Full time

Place of work: Office

Fanuc - The Factory Automation Company

As an innovative company, FANUC offers an exciting workplace with attractive future prospects, where your professional and personal development is guaranteed thanks to the latest technology and the FANUC work-life balance.