Robotics Field Service Technician - Onsite Support

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 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.