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    Technical Specialist - Rochester, United States - TRG

    TRG
    TRG Rochester, United States

    2 weeks ago

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    Description


    Our client is seeking a Technical Specialist to provide customers (internal and external) with telephone based and/or on-site project coordination, debug and repair of their robot, controller and related system peripheral equipment.

    RESPONSIBILITIESAbility to discuss, diagnosis, and supply repair robot operational and process problems as reported by the customer or service engineer.

    Answer technical support phone calls and properly log via the Technical Support Log, identify the problem and follow up with a thoroughly researched solution.

    Elevate advanced technical questions to the appropriate Product Development Engineer and follow up with customer as needed.
    Create Quick Reference and Common Solution attachments for customer distribution.
    Create CCM quotations per customer request and part number searches as required.

    Utilize online documentation and hard copy manuals to locate appropriate troubleshooting steps and/or technical information to be sent to internal and external customers or utilized during on-site project coordination.

    Identify and implement business process improvements within the Technical Support group.
    Maintain and achieve group measures for phone call answer rate and ticket closure rate.
    Maintain a high level of availability to answer customer phone calls.
    Flexible with supporting 2nd or 3rd shift based on customer demand and/or group manpower shortages.

    Flexible with supporting "on-call" after hours supportFlexible with providing support services which will require short-term on-site supportCoordinate with project managers to develop project support schedule and define onsite scope of work to be performed.

    As needed communicate with customer personnel on project requirements, delivery schedules and project statusWhen on-site provide technical direction to contractors and other personnel assigned to projects.

    REQUIREMENTSKnowledge of robotic applications and processing. Strong emphasis on Paint Systems highly preferred.

    Knowledge of Microsoft Word and ExcelKnowledge and application of ISO standardsDemonstrated ability to plan organize and execute multiple tasks concurrently.


    Must have demonstrated capability in:
    Robotic application engineering and programming.
    Written and oral communication skillsSuccessfully working in teamsPersonal initiative to effectively manage himself/herself
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