Robot Customer Technical Phone Support

fanuc; Rochester Hills (MI); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

401(k) Retirement Program

Tuition Reimbursement

Wellness Program

Job summary

FANUC America Corporation is seeking a Phone Technical Specialist to deliver advanced telephone-based support for FANUC robotics controllers and related systems. You will troubleshoot, log SRs, quote on-site service, and liaise with Sales, Engineering and Project teams.

The role requires five years of customer-facing engineering experience with FANUC products, strong problem-solving skills, and the ability to train others.

Qualifications

• Bachelor’s degree in electrical, software, mechanical, or manufacturing engineering preferred.
• Minimum of five years of related experience in a customer service or customer-facing role.
• Minimum five years FANUC Integration/Installation/Service experience.
• Mechanical/Electrical/Pneumatic Troubleshooting, Teardown, and Repair experience.
• Extensive experience with FANUC products and peripheral equipment 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.
• Coordinate multiple activities and job assignments simultaneously while adjusting priorities.

Responsibilities

• Provide high-level phone-based FANUC robotics support and troubleshooting.
• Log service requests (SRs) and prepare quotes for service and parts.
• Coordinate with Sales, Engineering and Project teams.
• Escalate complex technical questions to regional engineers.
• Mentor other Customer Service Technical Support staff.
• Create and send on-site service quotes and spare parts quotes.

Skills

Robotics troubleshooting

Roboguide programming

Electrical schematics

Customer support

Zoho ticketing

Education

Bachelor's degree in Electrical/Software/Mechanical/Manufacturing Engineering

Tools

Oracle SR system

Job description

Who You Are

Phone Technical Specialist responsible for FANUC robot technical support and troubleshooting.

How It's Done

The Robot Phone Technical Specialist will be responsible for providing FANUC America Corporations’ customers (internal and external) and Field Service Engineers with advanced telephone based, high level debug and repair of FANUC robotics controllers, mechanical, and related system equipment. They will support o application specific robot controller software as well as support FANUC PC products. Daily responsibilities include creating and distributing Service Request (SR) tickets, Robotics on-site service quotes, and Robotics spare parts quotes to customers and communicate with FANUC America Sales, Engineering, and Project executing departments.

• Ability to discuss, diagnosis, and resolve problems as reported by the customer or service engineer
• Answer technical support phone calls, e-mails, and chats
• Properly log case reports via Oracle Service Requests, identify the problem and follow up with a thoroughly researched solution
• Elevate advanced technical questions using ZOHO ticket system to engage the appropriate Regional Office Engineer, Segment Engineer, R&D Engineer, or systems expert and follow up with customer as needed
• Training /mentoring to other Customer Service Technical Support personnel
• Respond to customer e-mail technical support questions by creating SR’s
• Create spare part quotations per customer request and part number searches as required
• Create and send quotes for on-site Service as required
• Utilize online documentation and hardcopy manuals to locate appropriate troubleshooting steps and/or technical information to be sent to internal and external customers
• Create Quick Reference and Common SR Solution attachments for customer distribution
• Identify and implement business process improvements within the Technical Support group
• Maintain and achieve group measures for customer satisfaction, call answer rate, and e-mail handling time
• Maintain a high level of availability to answer customer phone calls

What You Need

• Bachelor’s degree in electrical, software, mechanical, or manufacturing engineering or equivalent relevant experience preferred
• Minimum of five years of related experience in a customer service or customer-facing role
• Minimum five years FANUC Integration/Installation/Service experience
• Mechanical/Electrical/Pneumatic Troubleshooting, Teardown, and Repair experience
• Extensive experience with FANUC products and peripheral equipment 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
• Ability to coordinate multiple activities and job assignments simultaneously while adjusting priorities

What Would Be Even Better

• Bachelor’s degree in electrical, software, mechanical, or manufacturing engineering; advanced experience may be considered in lieu of formal education
• Minimum of 5+ years of progressive experience in customer‑facing engineering, technical service, or application support roles
• Minimum of 5+ years of advanced FANUC integration, installation, service, and system‑level troubleshooting experience
• Expert‑level proficiency in mechanical, electrical, pneumatic, and robotic system troubleshooting, including ownership of complex diagnostics, root‑cause analysis, and resolution

It's Your Move

At FANUC America, we are driven by a deep respect for our people and a commitment to building a workplace dedicated to integrity and excellence. We believe that great careers are built through opportunity, growth, and collaboration—and we’re excited to invite talented individuals like you to explore what’s possible with us.

Joining FANUC means becoming part of a team that values your unique perspective and encourages continuous learning and collaboration. We foster a culture where respect and innovation go hand in hand, and where your contributions help shape the future of automation and robotics.

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
• Life Insurance
• Short-Term & Long-Term Disability Plans
• Tuition Reimbursement
• Wellness Program
• Flexible Spending Accounts
• Employee Assistance Program
• Flexible Benefit Dollars
• Generous Holiday & Vacation Program

Sponsorship will not be provided for this position

Equal Opportunity Employer, including disabled and veterans.