Field Service Engineer

About the role

Responsible for executing assigned robotic/automation jobs, including onsite installation, repair, and follow-up on service escalations. Services are provided in-house, on-site, and/or via telephone. Seeks sales opportunities while ensuring customer satisfaction and provides on-the-job training (OJT) and mentoring for upcoming Field Service Technicians.

Responsibilities

• Perform in-house, on-site, and/or telephone troubleshooting, repairs, and support of KUKA equipment as needed.
• Work within a flexible work/travel schedule, including travel to customer sites on short notice and working 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, documenting the problem, solution, and parts/options installed. Obtain the dated signature of the authorized customer contact and provide a copy to the customer.
• Develop technical credibility and rapport with customers and forward sales leads to the appropriate account manager.
• Work with the Service Manager and/or related supervisors to identify individual training needs and improve skills and knowledge of KUKA Robotics products and applications.
• Create a complete backup of all software, programming, or configuration changes made during customer visits, providing one copy to the customer and retaining a second copy for KUKA Robotics service files.
• Lead by example and provide OJT, coaching, and mentoring for upcoming Field Service Technicians.
• Assist the Assembly, Spare Parts, Shipping & Receiving teams as required, ensuring 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, both domestic and international (passport required).
• Understand and follow safety regulations and report safety concerns observed at KUKA Robotics, customer, or integrator sites.
• Adhere to Quality Systems and participate in continuous improvement.
• Lead small teams for 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 technical documentation.
• Knowledge of customer service fundamentals for phone and face-to-face interactions.
• PC skills (MS Office, Internet, email).
• Valid driver’s license and passport required.

Qualifications

• Bachelor’s degree (B.S.E.E., B.S.C., or 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.