Robotics Technical Support Specialist, Automation
Overview
Technical Support Specialist role owns escalation-level support for robotics and automation systems, resolving complex hardware and software issues for customers. You join a team of engineers and field service experts, collaborating on products that drive industrial innovation. This contract role requires 4+ years of experience and offers 10-20% travel, with a focus on long-term solutions and customer satisfaction.
What You'll Do9
- 1Provide escalation-level support for robotics and automation systems via phone, email, and remote tools, resolving critical issues in the first 90 days.
- 2Troubleshoot hardware, software, and application problems, identifying root causes and recommending permanent fixes.
- 3Collaborate with engineering and product management teams to resolve complex technical challenges and improve product reliability.
- 4Document support cases and solutions in internal systems, building a knowledge base that speeds up future resolutions.
- 5Deliver high-quality customer service while meeting response time and quality targets, ensuring high satisfaction.
- 6Support sales teams by providing technical insights that help address customer needs and drive service growth.
- 7Maintain accurate records of interactions, findings, and resolutions to ensure traceability.
- 8Use remote diagnostic tools and office software to assess system performance and guide customers through solutions.
- 9Travel to customer sites up to 10-20% to support field service activities and escalations.
Requirements10
- 1Bachelor's degree and 4+ years experience, Associate's degree and 6+ years, or high school diploma and 8+ years.
- 24+ years of technical support, field service, or engineering experience with industrial robotics, PLCs, or automation systems.
- 3Proven experience in technical support and customer service in an industrial or automation environment.
- 4Strong troubleshooting and analytical skills for diagnosing hardware, software, and application issues.
- 5Experience working with robotics and automation systems and a strong interest in the field.
- 6Proficiency with Microsoft Office, including Excel, and comfort with data entry and general office software.
- 7Ability to communicate clearly with customers and internal teams, with professional customer service.
- 8Willingness to travel approximately 10-20%.
- 9Effective communication in English; Spanish language skills are a plus.
- 10Existing work authorization that permits employment in the United States.
Salary Insight
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