Field Service Engineer
About the role
Responsible for executing assigned robotic/automation jobs, including onsite installation, repair and follow-up on service escalations. Keeps accurate records of service calls, maintains inventory of service parts, tools, and test equipment. Services are provided in-house, on-site and/or via telephone. Seeks sales opportunities while ensuring customer satisfaction. Provides on-the-job-training (OJT) opportunities and coaching/mentoring for upcoming Field Service Technicians. Follows safety practices as defined by the Company and/or the customer's site safety code.
Responsibilities
- Perform in-house, on-site and/or telephone troubleshooting, repairs and support of KUKA equipment on an as-needed basis.
- Work within a flexible work/travel schedule; travel to customer sites on short notice and frequently work long hours to meet customer needs.
- Assist KUKA Robotics customers and internal personnel with troubleshooting and repair of electrical, mechanical and programming problems related to KUKA Robotics equipment.
- Complete Field Service reports prior to leaving the customer’s site with an accurate description of the problem reported/identified, the solution, and/or a complete list of all parts/options installed. Obtain the dated signature of the authorized customer contact and supply a copy to the customer.
- Develop technical credibility and rapport with customers; forward sales leads to the appropriate account manager.
- Work with the Service Manager and/or related supervisor(s) to identify individual training needs to maintain and improve skills and knowledge of KUKA Robotics products and applications.
- Make a complete backup of all software, programming, or configuration changes made during the customer visit—one copy provided to the customer and a second retained for KUKA Robotics service files.
- Lead by example and provide OJT, coaching, and mentoring of upcoming Field Service Technicians.
- Assist the Assembly, Spare Parts, Shipping & Receiving teams when required, following specific guidelines and safety requirements to ensure on-time, complete, and accurate deliveries.
- Assist with internal, end-user, and System Partners training if required.
- Actively participate in the promotion and sale of parts and services when possible.
- Frequent travel to customer sites and general business errands required—both domestic and international (passport required).
- Understand and follow safety regulations; identify and report safety concerns observed at KUKA Robotics, customer, and/or integrator sites.
- Adhere to Quality Systems and participate in continuous improvement.
- Lead small teams to perform in-house and on-site projects (e.g., Preventive Maintenance, Retrofits of equipment).
- Other duties as assigned.
Requirements
- Ability to read and interpret mechanical, electrical, electronic, and other related technical documentation.
- Knowledge of customer service fundamentals for phone and face-to-face interactions.
- PC skills/knowledge (MS Office environment, Internet, email, etc.).
- Valid driver’s license and passport required.
Qualifications
- Bachelor’s degree (B.S.E.E./B.S.C/B.S.M.E.) from an accredited four-year college or university, and five years of related technical/engineering experience and/or training; or equivalent combination of education and experience.
Benefits
As part of our commitment to the well-being of our employees, we offer a range of comprehensive perks and benefits, including:
- Competitive salary packages.
- Flexible work schedules.
- Professional development opportunities.
About KUKA
KUKA is one of the world's leading automation specialists, offering global opportunities in robotics, automation, logistics, software solutions, and electronics. Our culture is deeply rooted in our passion for making robotics and automation solutions accessible and easy to use, making people’s lives easier and safer across the world. We foster an environment where inspiration, expertise, and personal growth can flourish, encouraging everyone to bring their full selves to work.
Diversity is the beating heart of our company, and we appreciate every individual. We are committed to equal opportunities and manage every application with meticulous care and consideration, regardless of origin, educational background, age, gender, sexual orientation, or religious or political beliefs.