Field Service Technician

Summary

Responsible for executing assigned robotic/automation jobs, including onsite installation, repair and follow up on service escalations and other equipment servicing and maintenance. 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. Follows safety practices as defined by the Company and/or the customer's site safety code.

Essential Duties and Responsibilities including, but not limited to:

• Requires the ability to perform in-house, on-site, and/or telephone troubleshooting, repairs and support of equipment on an as-needed basis.
• Requires the ability to work within a flexible work/travel schedule.  Requires the ability to travel to customer sites on short notice and frequently requires the ability to work long hours to meet customer needs.
• Provides assistance to customers and internal personnel for the troubleshooting and repair of electrical, mechanical and programming problems related to Robotics equipment.
• Makes a complete backup of all software, programming, or configuration changes that were made during the customer visit, one copy of which is provided to the customer upon departure and a second copy is retained for service files.
• Completes 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 that may have been installed.  Obtains the dated signature of the identified/authorized customer contact and supplies a copy to the customer. 
• Assists the Sales, Engineering, Assembly, Spare Parts, Shipping & Receiving teams when required following specific guidelines and safety requirements and ensuring on-time, complete and accurate deliveries.
• Participates actively in the promotion and sale of parts and services every time an opportunity arises.
• Regular travel to customer sites general business errands required – both domestic and international (passport required). 

Education and/or Experience

Associate's degree (A. A.) from an accredited two-year college or technical school plus 2 years of experience or equivalent combination of education and related experience.

Qualifications

• Ability to read and interpret mechanical, electrical, electronic, etc. prints and other related technical documentation. Geometric Dimensioning and Tolerancing (GD&T)
• Knowledge of the fundamentals of customer service for phone and face-to-face contact with customers.
• Structured, proactive and goal-oriented way of working.
• Displays enthusiasm for complex machine processes in mechatronics, electrical and controls
• Intermediate PC skills/knowledge (CS-SalesForce, MS Office environment, Internet, email, etc.)
• Strong work ethic, drive to succeed, customer service orientation as well as strong organizational, communication, and interpersonal skills and ability to multi-task and meet deadlines in a fast-paced environment.
• Willingness to travel (75% - 90%) for service assignments throughout the USA and some international on short notice and varying duration.  Travel to headquarters in Germany may be required for varying duration for training purposes.
• Displays genuine interest in helping the customer and solving their problems.

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