Ocado Group

Field Service Technician – SouthEast United States

Ocado Group

full-time

Posted on:

Location Type: Remote

Location: North Carolina • United States

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Job Level

Junior

About the role

  • Address and resolve complex issues escalated by Product Support Specialists.
  • Follow escalation matrix for unresolved issues to hardware, and software teams as necessary.
  • Utilize electrical wiring diagrams / schematic to troubleshoot issues
  • Diagnose technical issues involving robotic machines, including Fanuc Arms, network connections, hard drives, and electrical box malfunctions
  • Read and interpret device logs to identify and resolve problems.
  • Review, understand Standard Operating Procedures (SOPs), and implement changes as they relate to the remote monitoring system to fix issues within the Robotic machines
  • Manage onsite inventory and perform physical audits to ensure a sufficient supply of spare parts, maintain safe and organized work environment around equipment
  • Create and update the ticketing tool daily
  • Conduct preventative maintenance on robotic systems to ensure optimal performance and avoid potential problems.
  • Travel to different sites as needed to provide on-site support for customers
  • Serve as the primary point of contact for the customer on-site, providing exceptional customer service and support.

Requirements

  • With up to 1 year experience in a similar role in a technical environment.
  • Diploma / Bachelor in Electrical Engineering/ Computer Hardware and Software is an advantage
  • Strong understanding of electrical systems, network connections, and robotic technologies.
  • Excellent troubleshooting and problem-solving skills.
  • Effective communication skills with the ability to explain technical issues to non-technical users.
  • Proficiency in using ticketing systems like Freshdesk and Jira
  • Ability to work independently and as part of a team.
  • Customer-oriented attitude with a focus on providing high-quality service.
Benefits
  • Exceptional customer service and support

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
troubleshootingdiagnosing technical issueselectrical systemsnetwork connectionsrobotic technologiespreventative maintenancereading electrical wiring diagramsinterpreting device logsSOP implementationinventory management
Soft skills
problem-solvingeffective communicationcustomer serviceteamworkindependenceattention to detailorganizational skillsadaptabilitytime managementcustomer-oriented attitude
Certifications
Diploma in Electrical EngineeringBachelor in Electrical EngineeringComputer Hardware and Software certification