Senior Technical Specialist

Details

Employee Type
Contract Full-Time
Location
Rochester Hills MI

Job Description

ESSENTIAL JOB FUNCTIONS:

  • Answer technical support phone calls and properly log, identify the problem and follow up with a thoroughly researched solution.
  • Elevate advanced technical questions to the “All Star” or appropriate Product Development Engineer and follow up with customer as needed.
  • Create Technical Support Log (TSL) tickets by following the TSL creation guideline.
  • Create TSL Quick Reference and Common TSL Solution attachments for customer distribution.
  • Create quotations per customer request and part number searches 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.
  • Identify and implement business process improvements within the Technical Support group.
  • Maintain and achieve group measures for phone call answer rate and TSL closure rate.
  • Flexible with supporting 2nd or 3rd shift based on customer demand and/or group manpower shortages.
  • Flexible with supporting “on-call” after hours support from the Call Center paging system.
  • Flexible with supporting & leading special projects as needed.

REQUIREMENTS:

  • Bachelor degree in Electrical, Software, Mechanical, or Manufacturing Engineering or related robotic technical discipline or equivalent relevant experience.
  • Minimum five years related experience in customer service and customer interaction
  • Minimum eight years Robotics Integration/Installation/Service Experience
  • Mechanical/Electrical/Pneumatic Troubleshooting, Teardown, and Repair Experience
  • Company specific Robot technical experience or related tenure at other robotic manufacturers
  • Computer programming or related PLC or robotic programming