Phone Support Technical Specialist

The 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.

• Ability to discuss, diagnosis, and resolve problems as reported by the customer or service engineer
• Answer technical support phone calls, e-mails, and chats
• Properly log case reports via Oracle Service Requests, identify the problem and follow up with a thoroughly researched solution
• Elevate 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 needed
• Training /mentoring to other Customer Service Technical Support personnel
• Respond to customer e-mail technical support questions by creating SR’s
• Create spare part quotations per customer request and part number searches as required
• Create and send quotes for on-site Service as required
• Utilize online documentation and hardcopy manuals to locate appropriate troubleshooting steps and/or technical information to be sent to internal and external customers
• Create Quick Reference and Common SR Solution attachments for customer distribution
• Identify and implement business process improvements within the Technical Support group
• Maintain and achieve group measures for customer satisfaction, call answer rate, and e-mail handling time
• Maintain a high level of availability to answer customer phone calls