Summary
Responsible for executing assigned robotic/automation jobs, including onsite installation, repair and follow up on service escalations. 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. Seeks sales opportunities while ensuring customer satisfaction. Provides on-the-job-training (OJT) opportunities and coaching / mentoring for upcoming Field Service Technicians. 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 KUKA 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 KUKA Robotics customers and internal personnel for the troubleshooting and repair of electrical, mechanical and programming problems related to KUKA Robotics equipment.
- 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.
- Develops technical credibility and rapport with customer. Forwards sales leads to appropriate account manager.
- Works with the Service Manager and/or related supervisor(s) to identify individual training needs to maintain and continuously improve skills and knowledge of KUKA Robotics products and applications.
- 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 KUKA Robotics service files
- Leads by example and provides OJT, coaching, and mentoring of upcoming Field Service Technicians.
- Assists the Assembly, Spare Parts, Shipping & Receiving teams when required following specific guidelines and safety requirements and ensuring on-time, complete and accurate deliveries.
- Assists with internal, end users, and System Partners training if required.
- Participates actively in the promotion and sale of parts and services when possible.
- Frequent travel to customer sites general business errands required – both domestic and international (passport required). Travel around 85%.
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.
- Ability to read and interpret mechanical, electrical, electronic, etc. prints and other related technical documentation.
- Knowledge of the fundamentals of customer service for phone and face-to-face contact with customers.
- PC skills/knowledge (MS Office environment, Internet, email, etc.)
- Valid driver’s license and passport required.
KUKA is an Equal Opportunity Employer committed to building an inclusive and diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status, protected veteran status, or any other factor protected by applicable federal, state or local laws.
