Field Service Technician

Ocado Group; United States; On-site; USD 55,000 - 75,000; Full time

Job summary

Ocado Group in the United States seeks a Field Service Technician to troubleshoot and resolve issues on robotic systems and network hardware. You will read logs, follow SOPs, and coordinate with hardware/software teams while maintaining on-site inventories and delivering excellent customer service.

The role involves on-site visits across sites, strong communication, and problem-solving in a technical environment, with a focus on electrical, network, and robotic technologies.

Qualifications

• Strong troubleshooting and problem-solving skills.
• Excellent communication with customers and stakeholders.
• Customer-oriented attitude and high-quality service.
• Ability to work independently and as part of a team.
• Understanding of electrical systems, networks, and robotics.

Responsibilities

• Address and resolve complex issues escalated by product support specialists.
• Follow escalation matrix to hardware and software teams as needed.
• Utilize wiring diagrams/schematics to troubleshoot issues.
• Diagnose issues on robotic systems, including Fanuc arms, networks and electrical boxes.
• Read and interpret device logs to identify and resolve problems.
• Review SOPs and implement changes related to remote monitoring systems.
• Manage onsite inventory and perform physical audits of spare parts.
• Create and update the ticketing tool daily.
• Conduct preventative maintenance on robotic systems to ensure performance.
• Travel to different sites to provide on-site support.
• Serve as primary on-site contact for customers and deliver exceptional service.

Skills

Troubleshooting

Communication skills

Independent/Team work

Customer service

Problem solving

Education

Electrical Engineering/Computer Hardware & Software

Tools

Freshdesk

Jira

Job description

About us

Ocado is a UK based company admitted to trading on the London Stock Exchange (Ticker OCDO). It comprises one of the world’s largest dedicated online grocery retailers, operating its own grocery and general merchandise retail businesses under Ocado.com and other specialist shop banners, together with its Ocado Solutions division. The Ocado Solutions division is responsible for providing Ocado’s innovative advanced robotics technology, known as the Ocado Smart Platform (“OSP”), to our major retailer clients around the world. OSP comprises access to Ocado’s physical infrastructure solutions, running highly efficient warehouse operations for the single pick of products, together with the entire end-to-end proprietary software applications and advanced robotics required to operate a world-class online grocery business. Our unique, proprietary and industry-leading technology is set to transform the shopping experience of consumers around the world. We have partnered with the Kroger Family of Companies in the United States and Sobey’s Family of Companies in Canada to help redefine the grocery customer experience through the adoption of the centralized, automated model of online retailing provided by the Ocado Smart Platform. Come join us as we build our North American team, bringing world-class innovation and technologies to one of the most exciting global markets for e-commerce.

The Field Service Technician is responsible for problem-solving and assisting in the resolution of matters brought forward by product support specialists. The technician should be able to communicate with team members, customers and stakeholders in a strong manner to maintain a strong rapport.

What You Get To Do In This Role:

• Address and resolve complex issues escalated by Product Support Specialists.
• Follow escalation matrix for unresolved issues to hardware, and software teams as necessary.
• Utilize electrical wiring diagrams / schematic to troubleshoot issues
• Diagnose technical issues involving robotic machines, including Fanuc Arms, network connections, hard drives, and electrical box malfunctions
• Read and interpret device logs to identify and resolve problems.
• Review, understand Standard Operating Procedures (SOPs), and implement changes as they relate to the remote monitoring system to fix issues within the Robotic machines
• Manage onsite inventory and perform physical audits to ensure a sufficient supply of spare parts, maintain safe and organized work environment around equipment
• Create and update the ticketing tool daily
• Conduct preventative maintenance on robotic systems to ensure optimal performance and avoid potential problems.
• Travel to different sites as needed to provide on-site support for customers
• Serve as the primary point of contact for the customer on-site, providing exceptional customer service and support.

Qualifications

• With up to 1 year experience in a similar role in a technical environment.
• Diploma / Bachelor in Electrical Engineering/ Computer Hardware and Software is an advantage
• Strong understanding of electrical systems, network connections, and robotic technologies.
• Excellent troubleshooting and problem-solving skills.
• Effective communication skills with the ability to explain technical issues to non-technical users.
• Proficiency in using ticketing systems like Freshdesk and Jira
• Ability to work independently and as part of a team.
• Customer-oriented attitude with a focus on providing high‑quality service.

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