Applications / Automation Triage Specialist

Methods, Inc.; Sudbury (MA); On-site; USD 74,000 - 111,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Paid time off

Education Assistance

401(k) Plan

Job summary

Methods Machine Tools is seeking an Applications/Automation Triage Specialist in Sudbury, MA to serve as the first level of technical support for customers using CNC tools, automation systems, and robotics. You will diagnose issues, assist with G-code/M-code challenges, and help maximize productivity while minimizing downtime.

The role collaborates with customers, service teams, and engineering to resolve complex problems, providing remote troubleshooting and guidance, and ensuring a high

Qualifications

• Experience with FANUC robots and robot systems.
• Strong understanding of robot operations and programming basics.
• Familiarity with G-code and M-code and CNC interactions with automation.

Responsibilities

• Provide phone-based technical support for FANUC robots and automation systems.
• Troubleshoot robot faults, alarms, and integration issues in real-time.
• Guide customers through programming challenges and optimization to minimize downtime.

Skills

FANUC robotics experience

Robot programming basics

G-code & M-code knowledge

Industrial automation concepts

Communication skills

Education

High school diploma or equivalent

FANUC certification (bonus)

Tools

Microsoft Office

Ticketing systems

Job description

Methods Machine Tools supplies high-quality, high-precision machine tools and automation solutions, and designs integrated custom machining processes and systems. Headquartered in Sudbury, Mass., and in operation since 1958, Methods provides an end-to-end portfolio of best-in-class products, engineering, service, parts, training, and integration. Methods has more than 300 employees, seven technology centers, one high precision machining center, and has installed in excess of 45,000 machines throughout North America.

We currently have the following career opportunity available in our Sudbury, MA office.

POSITION OVERVIEW

The Applications/Automation Triage Specialist serves as the first point of technical support for customers operating CNC machine tools, automated manufacturing systems, and robotic machining applications. This role is responsible for providing remote troubleshooting, applications support, and technical guidance related to CNC programming, automation systems, robotics, and machine integration. Working closely with customers, service teams, and engineering resources, the specialist diagnoses and issues, assists with G-code and M-code programming challenges, and helps minimize equipment downtime while maximizing manufacturing customers productivity and performance

• Medical, Dental, Vision, Paid time off, Education Assistance, 401(k) Plan, and great opportunity for career growth.

Key Responsibilities

• Provide phone-based technical support to customers using FANUC robots, controllers, and peripherals
• Assist customers with automation-related programming issues, including robot-to-machine communication, cycle sequencing, and production optimization.
• Interpret and troubleshoot CNC machine signals, I/O communication, and machine integration issues within robotic work cells.
• Provide technical guidance on automated machining applications utilizing G-code and M-code commands.
• Maintain strong product knowledge of FANUC robots, controllers and software
• Provide excellent customer service and ensure a positive support experience
• Diagnose and resolve issues related to Robot faults and alarms, programming errors, mechanical and electrical performance, end-of-arm tooling (EOAT) and system integration, etc.
• Guide customers through step-by-step troubleshooting procedures in real time
• Assist with robot startup, calibration, and recovery processes
• Interpret FANUC alarm codes and identify root causes
• Escalate complex technical issues to engineering or field service teams when requiredDocument customer interactions, issues, and resolutions in CRM/ticketing systems
• Support customers with preventive maintenance recommendations
• Maintain strong product knowledge of FANUC robots, controllers and software
• Provide excellent customer service and ensure a positive support experience

Qualifications and Experience:

• 2+ years of experience working with FANUC robotic systems or similar industrial robots
• Strong understanding of Robot operations and teach pendant usage, basic robot programming, and Industrial automation concepts
• Experience troubleshooting robot faults and production issues
• Knowledge of G-code and M-code programming for CNC equipment and their interaction with automated robotic systems.
• Experience troubleshooting communication between robots, CNC controls, PLCs, and production equipment.
• Familiarity with manufacturing automation concepts including machine tending, palletizing, material handling, and integrated production cells.
• Ability to read and interpret CNC programs, machine schematics, electrical drawings, and automation system documentation.
• Excellent verbal communication skills for guiding customers over the phone
• Ability to remain calm and effective in high-pressure production environments
• Familiarity with electrical schematics and mechanical systems
• Knowledge of PLCs (Allen-Bradley, Siemens) and integration concepts
• Proficiency with Microsoft Office and ticketing systems
• FANUC Robot Operator or Programming certification is a plus

Minimum Education and Experience:

• High school diploma or equivalent required.
• Proven experience in sales, customer relations, or related roles.

Supervisory Responsibilities:

• None

Travel Requirements:

• Occasional support required for on-site customer visits or team meetings.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Salary Description

• $74,191.83 – $111,093.29

The listed salary range represents our good faith estimate for this position. Final compensation will be determined based on a candidate’s experience, skills, and qualifications, and may exceed the posted range for highly qualified candidates.

Additional Information

This job description is designed to provide an overview of basic skills, experiences and education required to perform the job and is not designed to cover or contain a comprehensive listing of all activities, duties, or responsibilities required of the employee to perform the essential functions of the job. In instances where educational degrees are required, the company will take into consideration factors such as additional experience, training, or certifications in lieu of specific educational requirements.

Methods Machine Tools is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

Start your journey to a new and exciting career at Methods.