The Technical Support Specialist will provide technical assistance to internal and external customers who use custom robotic welding and cutting systems. The role supports troubleshooting and installation activities, including assistance with robot programming, customer training, and documentation, while also coordinating with Field Service Technicians.
Role Overview
This position supports small to large custom robotic welding (arc, spot, laser) and cutting systems, material handling, press transfers, and metal forming systems. Support covers maintenance, troubleshooting of system problems, system installation, robot programming, customer training, and documentation. The role also includes providing technical support for Field Service Technicians.
Communication and Customer Support
The role provides technical support to internal and external customers through all communication channels, including phone, chat, and email. It involves handling incoming technical requests, coordinating resolution efforts, maintaining timely follow-up, and ensuring clear communication throughout the support process.
Key Responsibilities
- Answer incoming technical support requests by phone, email, and chat for internal and external customers
- Coordinate technical issues with the appropriate resources to achieve resolution
- Communicate updates effectively and complete timely follow-up with customers
- Maintain detailed records of customer interactions to support departmental knowledge
- Coordinate logistics and technical support for LEA Field Service Technicians
- Generate knowledge content for external and internal use
- Facilitate coordination and documentation for repairs and rebuilds
- Work flexible hours to ensure appropriate customer support coverage
- Maintain a high level of customer satisfaction in high-pressure situations
Required Experience and Qualifications
- Minimum 5 years of experience required in industrial automation, integration, field service, robotic arc welding, or an equivalent background
- Minimum 2 years of technical experience with ABB or Fanuc robot platform
- Excellent electrical troubleshooting skills
- Experience with GMAW
- Ability to read and interpret electrical and mechanical prints
- Ability to develop and document procedures
- PC literate in MS Office applications
- Excellent verbal and written communication skills
- Strong interpersonal skills
- Team and detail oriented
- Ability to work independently with little supervision
- Ability to adapt to a dynamic agenda
- Resourceful with strong problem solving skills
- Ability to solve difficult customer problems
Technology and Tools
- ABB robot platform
- Fanuc robot platform
- GMAW
- MS Office
Performance and Success Measures
- Ability to troubleshoot and resolve technical problems
- Maintain a high level of customer satisfaction and professional respect
- Maintain and update customer project files
- Seek additional opportunities related to preventive maintenance, training, and field service with customers
Work Environment and Physical Demands
Work typically involves a mix of sedentary activity and walking. Telephone use is extensive. In the office, reaching, bending, and lifting are usually minimal in relation to documents and stored records. The role may require sitting for extended periods. Noise level is usually moderate, and hours may be irregular.
Location, Salary, and Work Schedule
- Location: Ohio (remote)
- Salary: USD 41,631 to 59,473 per year
- Experience requirement: Minimum 5 years
Performance Standards and Review
- Annual performance appraisal
- Attainment of annual goals established between the supervisor and the incumbent
Job Segment Focus
- Field Service
- MIG Welding
- Technical Support
- Welding
- Machinist
- Manufacturing
- Technology
