Robot Customer Technical Phone Support

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 engineerAnswer technical support phone calls, e-mails, and chatsProperly log case reports via Oracle Service Requests, identify the problem and follow up with a thoroughly researched solutionElevate 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 neededTraining /mentoring to other Customer Service Technical Support personnelRespond to customer e-mail technical support questions by creating SR’s Create spare part quotations per customer request and part number searches as requiredCreate and send quotes for on-site Service as requiredUtilize online documentation and hardcopy manuals to locate appropriate troubleshooting steps and/or technical information to be sent to internal and external customersCreate Quick Reference and Common SR Solution attachments for customer distributionIdentify and implement business process improvements within the Technical Support groupMaintain and achieve group measures for customer satisfaction, call answer rate, and e-mail handling timeMaintain a high level of availability to answer customer phone calls What You Need Bachelor’s degree in electrical, software, mechanical, or manufacturing engineering or equivalent relevant experience preferredMinimum of five years of related experience in a customer service or customer-facing role Minimum five years FANUC Integration/Installation/Service experience Mechanical/Electrical/Pneumatic Troubleshooting, Teardown, and Repair experienceExtensive experience with FANUC products and peripheral equipment or related tenure at other robotic manufacturersComputer programming (Roboguide) or related PLC or Robotic programming experienceAbility to read and interpret electrical, mechanical, and pneumatic prints and related technical documentationAbility to resolve advanced technical problems on all FANUC controller platformsAbility 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 educationMinimum of 5+ years of progressive experience in customer‑facing engineering, technical service, or application support rolesMinimum of 5+ years of advanced FANUC integration, installation, service, and system‑level troubleshooting experienceExpert‑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. If you're ready to take the next step in your career, we invite you to apply today. We look forward to learning more about you! Benefits 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: Medical, Dental & Vision Insurance401(k) Retirement ProgramLife InsuranceShort-Term & Long-Term Disability PlansTuition ReimbursementWellness ProgramFlexible Spending AccountsEmployee Assistance ProgramFlexible Benefit DollarsGenerous Holiday & Vacation Program Sponsorship will not be provided for this position Equal Opportunity Employer, including disabled and veterans. #zr