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Rochester Hills

    Technical Specialist - Rochester Hills, United States - TRG

    TRG
    TRG Rochester Hills, United States

    3 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.

    RESPONSIBILITIES

    • Ability 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 support
    • Flexible with providing support services which will require short-term on-site support
    • Coordinate 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 status
    • When on-site provide technical direction to contractors and other personnel assigned to projects.
    REQUIREMENTS
    • Knowledge of robotic applications and processing. Strong emphasis on Paint Systems highly preferred.
    • Knowledge of Microsoft Word and Excel
    • Knowledge and application of ISO standards
    • Demonstrated ability to plan organize and execute multiple tasks concurrently.
    • Must have demonstrated capability in: Robotic application engineering and programming.
    • Written and oral communication skills
    • Successfully working in teams
    • Personal initiative to effectively manage himself/herself
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