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Field Service Engineer

Responsibilities

Job Description:

Reporting to the Manager – Customer Services, the successful candidate will provide field support to machine builders, integrators and end users for support and troubleshooting of industrial robots and related components. As a direct interface to our customers, the Field Service Engineer will ensure customer satisfaction while identifying new sales opportunities and report those opportunities to the sales team. The focus for this position is electrical troubleshooting, software troubleshooting and development of custom software applications for customers’ specific application requirements. The Field Service Engineer must work directly with our customers to understand their issues, develop the plan to resolve these issues, and to communicate the plans internally to our teams to ensure successful completion. On time follow up and documentation of the problems internally is mandatory to ensure continued customer satisfaction. Services are provided in-house, on-site, and/or via telephone. Travels to customer sites and other KUKA locations in Canada, the US, and internationally. The selected candidate will provide on-the-job training, coaching, and mentoring to other service team members.

Key Responsibilities:

Provide field support for troubleshooting and repair of industrial robots and related equipment.
Diagnose problems through analytical troubleshooting techniques to determine root cause and repair.
Provide technical support to customers in person or over the phone for start-up of new products.
Provide in house technical support for the assembly and commissioning of products prior to shipment.
Communicate with customers to explain issues, action plans and timelines.
Write custom software applications when required to support customer contracts.
Clearly and concisely document all issues in a timely manner for internal documentation updates and to ensure complete customer satisfaction.

Profile

Diploma/Degree in Electrical Engineering, Electrical Technology or similar.
3 years of field service experience in related technology.
Hands-on experience with servo control technology and troubleshooting.
Strong programming and software development skills including Basic, C and/or C++ languages.
Analytical troubleshooting skills, mechanical, electrical, electronic and communication protocol experience.
Knowledge of electrical theory as it applies to low voltage control circuits.
Strong interpersonal and communication skills, oral and written, and the ability to effectively respond to questions from groups of employees, managers, and customers.
Customer Service fundamentals - the ability to effectively deal with customer complaints.
Ability to read, write, speak, and understand English.
Strong computer skills and experience with PC based systems and information technologies.
Ability to achieve results and to meet schedules and budgets.
Strong planning and organizational skills.
Valid driver’s license from the Canadian Province of residence free of any legal restrictions required.
Valid Passport and eligible to work long-term status in Canada.
Canadian electrical code training and knowledge and applicable CSA standards for robotics safety.
German and/or French language skills are an asset.