Technical Robot Phone Support

FANUC America Corporation

Auburn Hills (MI)

On-site

USD 75,000 - 110,000

Full time

14 days+

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Benefits offered by this job

Medical, Dental & Vision Insurance

401(k) Retirement Program

Life Insurance

Short-Term & Long-Term Disability

Tuition Reimbursement

Wellness Program

Flexible Spending Accounts

Employee Assistance Program

Flexible Benefit Dollars

Generous Holiday & Vacation Program

Job summary

FANUC America Corporation is seeking a Phone Technical Specialist to provide advanced telephone-based support and troubleshooting for FANUC robotics controllers, mechanical systems, and related equipment. You will generate Service Requests, on-site service quotes, and spare parts quotations while coordinating with Sales, Engineering, and Project teams.

Ideal candidates bring five years in customer-facing engineering or service roles, strong mechanical/electrical troubleshooting skills, and

Qualifications

Associate degree or equivalent technical experience required.
Minimum five years in a customer-facing role.
Five years FANUC integration/installation/service experience preferred.
Experience troubleshooting FANUC controllers and peripheral equipment.

Responsibilities

Discuss, diagnose, and resolve problems as reported by customers or service engineers.
Answer technical support calls, emails, and chats.
Log cases via Oracle Service Requests and follow up with researched solutions.
Create spare parts quotations and on-site service quotes.
Coordinate with Sales, Engineering, and Projects teams.
Maintain high customer satisfaction and prompt response times.

Skills

Customer service experience

FANUC integration/installation/service

Mechanical/Electrical/Pneumatic ...

Robotics programming (Roboguide) orPLC

Reading electrical/mechanical prints

Education

Associate degree in technical or engineering field

Tools

ROBOGUIDE

Oracle Service Requests

Zoho ticket system

Spare parts quoting tools

Job description

Who You Are

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

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.

How It's Done

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

Associate degree in technical or engineering field or equivalent relevant experience
Minimum of five years of experience in a customer service or customer-facing role
Minimum five years FANUC Integration/Installation/Service experience preferred
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: