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Robotics Customer Service Engineer

Company: ST--UBLI
Location: Duncan
Posted on: January 16, 2022

Job Description:

Company Overview:

Staubli is a value driven technological solutions provider with three dedicated activities: Connectors, Robotics and Textile. We strive for innovation and excellence and are market leaders in many industrial segments. Staubli guarantees high quality, reliability and performance - our strong basis for the trusted partnership with our customers worldwide.

Job Description:

The primary role of this position is to provide technical support during dayshift hours for our Robotics service hotline.

Roles & Responsibilities:

Monitor service department phone and E-Mail
Provide St--ubli robotics customers with phone & E-Mail support for technical issues
Discuss and diagnose best options with customer for repair of robot systems
Log all calls & E-mails for technical assistance into the CRM system. -Monitor and follow up until the issue is resolved.
Utilize available technical resources to provide customer with clear direction and instruction to troubleshoot and repair robotics systems.
Determine when on-site service is needed
Create quote for on-site field service & dispatch robotics field service technician as needed
Create spare parts quotes, part shipments, RMA for part returns
Monitor all open service requests and update or close as required
Join the service team in staffing the after-hours hotline on rotational basis

Requirements & Skills:

Education :
BS degree in Mechatronics with equivalent technical education and experience. -Or associate degree with comparable experience considered.

Experience :
Minimum of three years automation and / or technical service experience preferred but will consider a recent graduate from an accredited university.
Electrical / Mechanical troubleshooting, teardown and repair experience helpful
Prior Customer service experience preferred
Travel :
- - - - - - - -Travel is not normally required for this position but some travel may be required (up to 5 or 10%).

Competencies:

Outstanding customer service attitude and demeanor
Able to project a calm, capable image to put the customer at ease during stressful situations
Excellent verbal and written communication skills
Ability to read and interpret electrical, mechanical prints and related technical documentation.
Ability to effectively use a PC and Microsoft Office applications.
Programming skills required (C++ or equivalent)
Establishes and maintains effective working relationships based on mutual trust, respect, and cooperation with manager(s), co-workers, customers and/or vendors
Reacts quickly and adapts to changes in priorities, circumstances and direction
Works effectively with minimal supervision
Bilingual is a plus (preferred: Spanish)

Keywords: ST--UBLI, Gastonia , Robotics Customer Service Engineer, Hospitality & Tourism , Duncan, North Carolina

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