Field Service Technician

Ocado Group; United States; Remote; USD 32,000 - 48,000; Full time

Job summary

Ocado Group in the United States is seeking a Field Service Technician to support robotic systems and resolve hardware and software issues at client sites. You will work with product support to diagnose problems, follow escalation procedures, and maintain strong communication with customers to ensure reliable on-site service.

The role requires up to 1 year of related experience, a diploma or bachelor's in Electrical Engineering or related field, and experience with tools like Freshdesk and Jira.

Qualifications

• Excellent troubleshooting and problem-solving skills.
• Strong communication skills to explain technical issues to non-technical users.
• Ability to work independently and as part of a team.
• Customer-oriented attitude with a focus on providing high-quality service.

Responsibilities

• Resolve issues escalated by Product Support Specialists.
• Follow escalation matrix for unresolved issues to hardware and software teams as necessary.
• Utilize electrical wiring diagrams / schematics 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 SOPs and implement changes related to remote monitoring to fix robotic system issues.
• 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 optimal performance.
• Travel to different sites to provide on-site support for customers.
• Serve as the primary on-site customer contact and provide exceptional service.

Skills

Troubleshooting

Communication

Teamwork

Independent work

Education

Diploma/Bachelor in Electrical Engineering/Computer Hardware and Software

Tools

Freshdesk

Jira

Job description

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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