PURPOSE AND DESCRIPTION:

The purpose of the Field Service Engineer is to provide our client’s customers with on-site repair, troubleshooting, programming or maintenance services and related system peripheral equipment on an emergency or unscheduled basis. The remote service engineer will be located in the Pittsburgh area. The Field Service Engineer must be able to travel to a customer site on a moment’s notice and remain on-site for the duration of time required to perform the troubleshooting and repair functions. Assignments may involve long hours, night, weekend and holiday work. Air travel is sometimes required. Customers may contact the 24-hour Hotline or the remote service engineer for service requests, which are logged in the Technical Service Log by the person contacted. If the call is received by the Hotline, it is assigned to a Service Engineer by the Service Dispatcher. It is the Service Engineer’s responsibility to schedule the call with the customer, identify and obtain any parts or software required. Upon the completion of the call a Field Service Report describing the problem, the corrective action and detailing the labor, material and travel expense costs is provided to the customer and then returned to our client’s headquarters for processing.

ESSENTIAL FUNCTIONS:

Ability to discuss, diagnosis & repair robot operational and process problems as reported by the customer or Hotline

Troubleshooting, repair and maintenance of robots and controllers, electrical control devices, and peripheral equipment

Primary responsibility is to support Robot products.

Documenting products and related peripheral equipment performance, failure modes and reporting results for the purpose of troubleshooting, repairing, and restarting the system

Daily reporting to the Service Supervisor & Dispatch to update status & availability

Completion of a Field Service report for each customer call

Maintenance of a service tool kit and documentation to facilitate rapid customer response

Perform warranty service on our client’s products

Coordinate responsibilities, activities, and schedule with Service Supervisor to insure customer satisfaction, proper billing, and support collections activities

Communicate frequently with involved employees and customer employees to ensure that expectations are being met

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

Maintenance of a home office for coordinating activities in between service calls

OTHER FUNCTIONS:

Provide technical support to various parts of our client including Hotline, Sales, Training,

Spare Parts, Component Repair, product managers and project managers

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

Provide informal on-site training to customers employees to improve the customers’ ability to effectively operate, troubleshoot, and maintain the robot and related peripheral equipment

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

Robot and system programming and path editing of robots and related peripheral equipment to restore, maintain or optimize system performance

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

Training /mentoring to other service and installation personnel

Make customer courtesy calls independently as well as, with sales and cRc management

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