Technical Specialist - Customer Resource Center Technical Support - Technology Resource Group

Our client is seeking a Technical Specialist to provide customers (internal and external) with telephone based and/or on-site project coordination, debug and repair of their robot, controller and related system peripheral equipment.

RESPONSIBILITIES

• Ability to discuss, diagnosis, and supply repair robot operational and process problems as reported by the customer or service engineer.
• Answer technical support phone calls and properly log via the Technical Support Log, identify the problem and follow up with a thoroughly researched solution.
• Elevate advanced technical questions to the appropriate Product Development Engineer and follow up with customer as needed.
• Create Quick Reference and Common Solution attachments for customer distribution.
• Create CCM quotations per customer request and part number searches as required.
• Utilize online documentation and hard copy manuals to locate appropriate troubleshooting steps and/or technical information to be sent to internal and external customers or utilized during on-site project coordination.
• Identify and implement business process improvements within the Technical Support group.
• Maintain and achieve group measures for phone call answer rate and ticket closure rate.
• Maintain a high level of availability to answer customer phone calls.
• Flexible with supporting 2nd or 3rd shift based on customer demand and/or group manpower shortages.
• Flexible with supporting “on-call” after hours support
• Flexible with providing support services which will require short-term on-site support
• Coordinate with project managers to develop project support schedule and define onsite scope of work to be performed.
• As needed communicate with customer personnel on project requirements, delivery schedules and project status
• When on-site provide technical direction to contractors and other personnel assigned to projects.

REQUIREMENTS

• Knowledge of robotic applications and processing. Strong emphasis on Paint Systems highly preferred.
• Knowledge of Microsoft Word and Excel
• Knowledge and application of ISO standards
• Demonstrated ability to plan organize and execute multiple tasks concurrently.
• Must have demonstrated capability in: Robotic application engineering and programming.
• Written and oral communication skills
• Successfully working in teams
• Personal initiative to effectively manage himself/herself