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Technical Support Specialist II

Location: FREMONT, OHIO

Department:   Customer Service

Position Overview:

MCRI is currently searching for a Technical Support Specialist to play an integral role by providing frontline technical support to MCRI customers, internally and externally, within our fast-paced technical customer service group.  This position will focus on maintaining MCRI’s “Service First” mindset by providing helpful, courteous, and detailed technical support and guidance to customers regarding high-level debug and repair of their FANUC robots, controllers, mechanical, and related systems/equipment, as well as on-site project coordination.  The position responsibilities include providing technical support, troubleshooting, and quoting service for automated robotic systems. The ideal candidate will have a strong ability in troubleshooting electrical and mechanical systems. Must possess a good attitude, effective communication skills, and the ability to collaborate well with other team members and customers.

With a desire to learn more about the robotics industry, the opportunity for advancement is available.  Training opportunities include on-the-job, tuition payment for courses related to your position or a degree and on-site internet-based training from the leading provider of robots, FANUC America.

Essential Duties & Responsibilities:

  • Discuss, diagnose, and resolve issues related to repairing robots and systems.
  • Answer technical support requests (via phone call, email, or webchat).
  • Identify technical issues and follow up with a thoroughly researched solution.
  • Ability to identify parts and repair procedures.
  • Create spare part quotations, quick reference guides, and technical support logs.
  • Utilize online documentation and hardcopy manuals to locate appropriate troubleshooting steps and/or technical information.
  • Maintain and achieve KPI(s).
  • Coordinate with Technical Services Manager to develop resource/project support schedule and define onsite scope of work to be performed.
  • Participate in the integration, service and/or installation of robotic automation systems equipment.
    • Fully understand its operation and performance requirements.
    • Knowledge of troubleshooting procedures.
  • May be required to perform actual programming tasks on a job-by-job basis or offsite.
  • Be able to perform group training with external customers on FANUC Robots.
  • Must be willing to work flexible hours and overtime on an as-needed basis.
    • Responsible for sharing responsibility of the 24hr hotline on a bi-monthly basis.
    • Including weekends and holidays.

Requirements:

  • Degree or Certification in mechanical, electrical, software, robotics, automation, or related engineering/technical field; or equivalent relevant experience.
  • Minimum 4 years of experience with FANUC robots, controls and/or applications, preferably in integration, service, or installation type of position (including knowledge of robotic applications and processing).
  • Minimum 2 years of experience in customer service or interfacing with customers.
  • Experience with equipment and robot maintenance, including mechanical, electrical, and pneumatic troubleshooting, teardown, and repair with the ability to read and interpret electrical, mechanical, and pneumatic prints and related technical documentation.
  • Proven ability to resolve advanced technical problems on all FANUC controller platforms.
  • Experience with robotic programming, computer programming (Roboguide), or related PLC programming (Allen Bradley/Rockwell Logix, Omron and Siemens a plus).
  • Excellent communication skills (written/oral).
  • Knowledge of Microsoft Office.
  • Must be able to work independently, exercise good judgment and make routine decisions in accordance with company procedure and policy.
  • Work effectively with co-workers to achieve desired outcomes.
  • Work in a fast-paced environment.
  • Prioritize and multi-task.
  • Travel required up to 25% of the time.
  • Must have a valid driver’s license and reliable transportation to be able to reliably commute to work.
Job Type:   Full-time, on-site at Fremont, Ohio
Pay:   TBD based on experience

Benefits:

  • 401(k)
  • 401(k) matching
  • Health insurance
  • Dental insurance
  • Vision insurance
  • Health savings account
  • Life insurance
  • Short-term & Long-term Disability Plan
  • Paid vacation
  • Paid holidays
  • Profit Sharing Incentive
  • Education/Tuition Reimbursement

Application Information - Please attach a resume with cover letter

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Resume/CV (.pdf or .docx only)

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