SENIOR SERVICE DISPATCH & PARTS SUPPORT SPECIALIST

FANUC America Corporation

Senior Service Dispatch & Parts Support Specialist

Rochester, MI 48309

We are looking for talented people who value integrity, informed decision-making and collaboration. If you believe you are one of those talented people, and are interested in being considered for a career at FANUC America , we invite you to apply *today*! At FANUC America Corporation we are passionate about our customers, our employees, and the work we perform.

We maintain a workplace where individuals can be proud of, where talents are embraced, and results are encouraged and supported.

FANUC America Corporation is the world leader in robotics, CNC systems and factory automation and has been voted by our employees as a Top Workplace year after year.

Our innovative technologies and proven expertise help manufacturers in the Americas to be more efficient, reliable and profitable.

FANUC America Corporation (FAC) is currently searching for a Senior Service Dispatch & Parts Support Specialist to work within the customer service technical support group.

Communicating with customers (internal and external) primarily through phone and email, this position will be responsible for scheduling Service Engineers to perform field service work onsite at customers and coordinating orders and shipments for any parts required for service requests.

Primary responsibilities will include :

• Work with customers to determine the scope of work and site schedule including providing technical information such as part price, and coordinating express delivery of replacement parts as well as onsite Service Engineer support to meet customer needs.
• Provide customers with timely quotations for parts and equipment, preventative maintenance, software manipulation, and robot retrofit / repair that is executed by Service Engineers during onsite service calls.
• Coordinate responsibilities, activities, and schedules with Manager(s) and / or Supervisors(s) of Service Engineers to insure complete customer satisfaction, proper billing, and retrieval of POs from customers.
• Maintain tools and equipment for peak performance and longevity, including tracking parts, tools, and equipment to ensure items are returned to FAC in a timely manner.
• Provide return authorizations for unused and warranty part returns and tracking them to their final destination.
• Research part requirements and create Field Service-related quotes.
• Communicate frequently with past and future customers, and FAC employees, to insure customer expectations are met.
• Ensure the activities are properly documented and tracked through Oracle through Service Request (SR) and ICX.
• Function as a group leader to assist co-workers in problem resolution for customer support request.
• Provide suggestions on efficiency improvements within the group by evaluating current processes in place.

Ideal candidate will have the following experience / skills and education :

Degree or certification in mechanical, electrical, software, robotics, automation, or related engineering / technical field;

or equivalent relevant experience.

• Ability to read and interpret electrical, mechanical, and pneumatic prints and related technical documentation.
• Hands-on experience with mechanical and / or electrical troubleshooting, teardown, and repairs is preferred and helpful.
• Well-developed business, technical, writing and communication skills.
• Courteous, helpful and professional demeanor with excellent phone conversation and caller management skills.
• Proven ability to work with a sense of urgency on demanding customer issues while exercising organizational skills to manage many tasks simultaneously.
• Efficient at using MS Office and other computer programs.

We offer market competitive pay and benefits programs, as well as opportunities for advancement, knowledge and skill development, and recognition of individual achievements.

In addition, we offer the following benefits to our employees :

• Medical, Dental & Vision Insurance
• 401(k) Retirement Program
• Life Insurance
• Short-Term & Long-Term Disability Plans
• Tuition Reimbursement
• Wellness Program
• Flexible Spending Accounts
• Employee Assistance Program
• Flexible Benefit Dollars
• Generous Holiday & Vacation Program
30+ days ago