Technical Support Specialist I, II, III

Company Overview:

Motion Controls Robotics, INC (MCRI) is a leader of automation solutions for manufacturing industries across the world. As a Level 4, Certified Servicing Integrator, we specialize in automation systems for industries such as the food & beverage, plastics, building & construction materials, converting and board & sheet goods industries. At MCRI, we want people who are looking for a career and not just a job. We believe it is our positive, “fun” work atmosphere that makes our employees actually enjoy coming to work. It is important to us that all our employees get the chance to grow with MCRI while achieving personal and professional goals in a challenging and exciting work environment.

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. 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 be highly organized, possess a positive attitude, effective verbal and written 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:

Ability to diagnose and troubleshoot FANUC programs and controller faults by understanding typical robot operations, controller circuitry, and major components.
Ability to identify parts required and repair procedures as problems are reported by the customer or service technician.
Troubleshoot PLC programs using Allen Bradley and Siemens software.
Answer technical support phone calls and properly log all data in support system, identify problems and follow up with thoroughly researched solutions either through remote support or coordination of onsite service calls.
Create service, training, and parts quotations per customer request and part number searches as required.
Utilize online documentation and hardcopy 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.
Highly organized and maintain a clean and professional work environment.
Highly effective on all MS Suite products and the ability to maintain and keep accurate documentation on the MCRI CRM software, Salesforce.
Must keep accurate service documentation and customer billing data.
Identify and implement business process improvements while working to increase revenue generation within the within the Technical Services department. Must be willing to work flexible hours and overtime on an as-needed basis for “after-hours” customer and technician support, involving extra hours during the week, Saturdays and occasionally Sundays and Holidays.
Must be flexible and take direction from the Technical Service Team Lead. • Monitor and respond promptly to the 24-hour service hot line when assigned.
Any other department related tasks assigned.

Qualifications:

Certificate in Robotics/Integrated Manufacturing, PLC, Electricity, Mechatronics, or other related field required; Associate Degree related to automation, robotics or manufacturing preferred
Experience with FANUC robots and controllers
Experience with PLC programming, Allen Bradley/Rockwell Logix
Experience reading Mechanical/Electrical Drawings
Siemens experience a plus

Work Skills:

Highly skilled in communication – both written and verbal.
Highly skilled with people: communicating, serving, and persuading.
Highly skilled with data: compiling, evaluating, and analyzing.
Acts independently yet can work in a team environment.
Adapts quickly to new technologies and products.
Strong technical presentation skills.

Worker traits:

- Active – Always have something going on; not complacent.
- Intuitive – Know when the project is real and when it is not.
- Confident – Know what they are doing and how to do it; knows what they are talking about.
- Enthusiastic – Love what they are doing and excited to help a customer.
- Dependable – Do what they say they will do, dependable & reliable.

Job Type: Full-time, on-site at Fremont, Ohio

Pay: TBD in accordance with job-related knowledge, skills and experience.

Benefits:

- Health Insurance
- Dental Insurance
- Vision Insurance
- 401(k)
- 401(k) Matching
- Company Paid Life Insurance
- Health Savings Plan
- Short-term & Long-term Disability Plan
- Paid vacation
- Paid holidays
- Profit Sharing Incentive
- Education/Tuition Reimbursement
- Relocation Reimbursement Assistance