Technical Support Specialist - Industrial Automation

Position Summary

This job involves providing technical support of our customers small to large custom robotic welding (arc, spot, laser) and cutting systems, material handling, press transfers, and metal forming systems including the topics of maintenance, troubleshooting system problems, system installation, robot programming, customer training and documentation. Responsibilities also include providing technical support for Field Service Technicians.

Primary Responsibilities

• Handle incoming technical phone support calls, emails and chats for internal and external customers
• Coordinate technical issues with appropriate resources for resolution
• Proper communication and timely follow up with customers
• Maintain detailed records of interactions to enable departmental knowledge
• Coordinate logistics and technical support for LEA Field Service Technicians
• Generate knowledge content for external and internal use
• Facilitate coordination and documentation for repairs and rebuilds
• Ability to work flexible hours to ensure appropriate customer support levels
• Ability to provide high level of customer satisfaction in high pressure situations

Technical Skills Required

• Minimum 5 years experience required in industrial automation, integration, field service or robotic arc welding or equivalent
• Minimum 2 years technical experience with ABB or Fanuc robot platform
• Excellent electrical troubleshooting skills
• Must have experience with GMAW
• Must have the ability to read and interpret electrical and mechanical prints
• Ability to develop and document procedures
• PC literate in MS Office applications
• Excellent verbal and written communication skills are required

Behavioral Skills Required

• Strong interpersonal skills
• Team and detail oriented
• Ability to work independently with little supervision
• Ability to adapt to a dynamic agenda
• Resourceful with strong problem solving skills
• Must be able to solve difficult customer problems

Job Scope

• This job involves providing technical support for our internal and external customers via all communication channels (e.g. phone, chat, email, etc.)

Key Measurements

Key measurements will include:

• Ability to troubleshoot and resolve technical problems.
• Ability to maintain a high level of customer satisfaction and respect.
• Must maintain and update customer project files.
• Must seek additional opportunities for preventive maintenance, training, and field service with customers.

Physical Demands and Work Environment

Physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical demands: Work is usually a mix of sedentary and walking. Use of the telephone is extensive. In the office there is minimal reaching, bending and lifting in relationship to documents and stored records.
• Work environment: This individual may have to sit for long periods of time. The noise level is usually moderate and hours may be irregular.

Performance Standards

• Annual performance appraisal.
• Attainment of annual goals established between supervisor and incumbent.