Field Service Engineer

Field Service Engineer

The Field Service Engineer will be responsible for providing FANUC America Corporation customers with onsite

repair, troubleshooting, programming, or maintenance services for FANUC robots and related system equipment

on an emergency or unscheduled basis.

The Field Service Engineer must be able to travel to a customer site at a moment’s notice and remain onsite for

the duration of time required to perform the troubleshooting and repair functions. The assignments may involve

long hours, nights, weekends, and holiday work. This position requires complying with FAC and customer

schedules, work rules, and conduct standards.The ideal candidate is a customer-focused, problem-solver with a “service first” mindset who has experience with

FANUC technology.

Primary responsibilities will include:

 Discuss, diagnose, and repair robot operational and process problems as reported by the customer or technical support hotline.

 Troubleshoot, repair, and maintain robot mechanical units and controllers and electrical control devices.

 Document robot and related equipment performance, failure modes and reporting results for the purpose of troubleshooting, repairing, and restarting the system.

 Provide a daily report to the Service Supervisor/Manager Dispatch to update status and availability.

 Complete customer calls to understand the required parts and software needed for the visit.

 Complete a Field Service Report after each customer call that describes the problem, the corrective action, and details the labor, material, and travel expense costs to provide to the customer and return to FAC for processing.

 Maintain a service tool kit and documentation to facilitate rapid customer response.

 Participate in the rotation of the Hot Pager for after-hours service support.

 Coordinate responsibilities, activities, and schedule with Service Supervisor/Manager to ensure customer satisfaction, proper billing, and collections.

 Communicate frequently with involved FAC employees and customer employees to ensure that expectations are met.

 Return parts shipped for the service call but not purchased by the customer or defective parts replaced under warranty.

 Provide telephone-based troubleshooting support to customer employees to resolve robot or related peripheral equipment operational problems on an as needed basis.

 Travel to customer sites as required (~80%).

Ideal candidate will have the following experience and education:

 High School Diploma or GED

 Associate’s Degree or equivalent technical education; or equivalent relevant experience.

 Minimum three years of experience working in a related environment with robotics integration, installation, or service repairs.

 Experience with mechanical, electrical, and pneumatic troubleshooting, teardown, and repair.

 Ability to read and interpret electrical, mechanical, and pneumatic prints and related technical documentation.

 Previous experience with FANUC robots, controllers, and equipment on R30iB and R30iA control platforms.

 Familiar with standard machining practices, tooling, fixtures, and gauges.

 Ability to read and interpret PLC ladder logic.

 Must have or be able to obtain a valid driver’s license.

 Must be able to drive throughout the organization’s service area for business as required.

Additional Responsibilities:

 Report to local FAC office in between service calls for in-house assignments as required.

 Provide informal onsite training to customers’ employees to improve the customers’ ability to effectively operate, troubleshoot, and maintain the robot and related peripheral equipment.

 Provide informal cross training to Service and Technical Support personnel; receive informal cross training from Service and Technical Support personnel.

 Collect data as part of a Field Failure investigation for reoccurring problems that may be the result of a product design or manufacture error.

 Provide robot and equipment setup, programming, and operating to restore, maintain or optimize system performance as necessary.

 Participate in the integration and /or installation of robots and related peripheral equipment in order to fully understand its operation, performance requirements, and troubleshooting procedures.

 Complete sales and courtesy calls to customers in between service calls.

 Other duties as assigned.

Preferred Qualifications:

 Bachelor’s Degree in related field.

 Customer-focused with strong communication and presentation skills.

 Ability to analyze customer issues and find resolutions quickly.

 Knowledge of older platforms or FANUC CNC controls is a plus.

 Ability to work safely and effectively within OSHA Laws.

 Able to work at customer sites with little direct supervision.

Required Competencies:

 Analytical, problem-solving skills.

 Organizational skills – effectively and professionally organize and plan for many simultaneous and complex issues.

 Team player - successfully work in teams, personal initiative, and effectively manage themselves in a somewhat unstructured environment.

 Excellent interpersonal skills including listening, presenting, and effective written and oral communication (including technical writing and communication).

 Proven high level of competency in Windows, MS Office including Word, PowerPoint, Excel and other web-based applications.