Technical Field Support Specialist

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.  Other duties may be assigned.

• Respond to incoming telephone, fax and e-mail requests for equipment troubleshooting, programming, start up, installation assistance and problem resolution.

• Assist customers in preventive maintenance, emergency repair, programming, process troubleshooting, equipment modification, and restoration of equipment to functional status to the customer’s satisfaction, both via phone and onsite practical field experience at customer sites.

• Provide information to facilitate the scheduling of technicians for on-site service.

• Perform on-call pager duty providing customers with 24 / 7 / 365 coverage.

• Maintain call logs and compile data for weekly reports.

• Provide in-depth troubleshooting, repair, preventive maintenance, and programming of a broad range of robotics systems (robots, controllers, positioners, power sources, torches, etc.) via telephone and / or on-site.

• Understand and analyze component level schematics, using experience to correct failing equipment and / or procedures.

• Interface with engineering, applications, manufacturing, and quality assurance groups to resolve customer problems.

• Maintain database of technical support call history in Epicor.

• Analyze current trends in equipment and part failures and recommend actions to management.

• Provide other departments with necessary technical and quality information that affects customer satisfaction.

• Provide technical training to Field Service team members.

• Generate and follow up on service trip reports.

• Thoroughly communicate, address, and resolve safety / service-related issues via verbal and written reports.

• Coordinate service support efforts with Regional Sales Managers and refer Sales / Service leads as appropriate.

• Conduct all work in house and at customer sites within company policy and safety standards.

• Promote teamwork and foster exemplary work environment. Interface with co-workers in a manner that enhances employee satisfaction.

 

QUALIFICATIONS 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and / or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and / or EXPERIENCE

Associates Degree (AA) and five years related experience / training in troubleshooting and repair of robotic or electromechanical systems; or equivalent combination of education and experience.

OTHER SKILLS AND ABILITIES

• Must be able to travel up to 50%. Must have a valid driver’s license and full coverage automobile insurance.
• Must possess a working knowledge of automated processes including but not limited to, arc welding, cutting and material handling.
• Must complete field service technician and service application technician qualifications.
• Must be capable of possessing a wide breadth of knowledge and experience across the entire Yaskawa Motoman product line as well as peripheral equipment associated with a variety of cell configurations.
• Must have the ability to adapt to constantly changing priorities in a fast paced, high stress environment.
• Must demonstrate a detailed knowledge of electrical, mechanical, and pneumatic drawings and schematics.
• Ability to understand troubleshooting and logic flow is mandatory.

 

PHYSICAL DEMANDS 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit, talk and / or hear.  The employee is frequently required to stand, sit, use hands to finger, handle or feel objects, tools, or controls, reach with hands and arms, stoop, kneel, crouch or crawl, taste or smell.  The employee must regularly lift and / or move up to 25 pounds, frequently lift and / or move up to 50 pounds and occasionally lift and / or move up to 100 pounds.  Specific vision ability requirements include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

WORK ENVIRONMENT 

The work environment characteristics described here are