At a Glance
- Tasks: Provide technical support and service coordination for FANUC ROBOSHOT customers.
- Company: Join FANUC, a leader in factory automation with a focus on innovation.
- Benefits: Enjoy a competitive salary, work-life balance, and opportunities for personal development.
- Other info: Dynamic role with opportunities for travel and career growth within a supportive team.
- Why this job: Make a real impact by solving technical challenges and enhancing customer satisfaction.
- Qualifications: 4+ years of experience in industrial machinery support and strong problem-solving skills.
The predicted salary is between 33075 - 40425 £ per year.
Purpose of the Role
To provide technical support and service coordination for FANUC ROBOSHOT customers, delivering
- FANUC UK Limited
- Coventry, GB, CV7 9DR
- Your core tasks will include
- Technical Support
- Act as the primary point of contact for ROBOSHOT customer service and technical enquiries
- Diagnose machine faults remotely using telephone, email, and remote support tools
- Provide troubleshooting support for electrical, mechanical, control, and process-related issues
- Support customers in minimising machine downtime and restoring production as quickly as possible
- Provide technical support across other FANUC products as required
- Service Coordination
- Log, prioritise, and manage customer cases through the ERP service management system.
- Coordinate Service Engineer attendance when on-site support is required and provide technical support
- Plan and coordinate preventative maintenance activities for FANUC products
- Monitor open cases and provide customers with timely updates on progress and resolution activities
- Customer Excellence
- Build and maintain strong customer relationships through professional and proactive support
- Deliver excellent customer service and contribute to continuous service improvement through feedback
- Health & Safety
- Ensure compliance with health and safety/environmental requirements, including RAMS, permits, and site access processes
- General
- Ensure adherence to established processes, standards, compliance requirements and SLA’s
- Contribute to Service revenue, utilisation, and customer satisfaction targets/KPIs
- Maintain and develop technical knowledge of FANUC core products, applications, and related technologies
- Undertake any other duties within the scope of the role as required by the Service Manager
Your Profile
- Minimum of 4 years' experience supporting, maintaining, or troubleshooting industrial injection moulding machinery, CNC, machine tools
- Technical qualification in a relevant engineering discipline and/or equivalent industry experience.
- Proven experience diagnosing and resolving faults on industrial machinery, automation equipment, or manufacturing systems.
- Experience using CRM, SAP, ERP, or service management systems.
- Strong fault-finding, analytical, and problem-solving skills.
- Excellent communication and customer service skills.
- Ability to manage multiple priorities and perform effectively under pressure.
- Ability and drive to develop technical expertise across the wider FANUC product portfolio
- Fluent in English
- Key Success Measures
- High customer satisfaction
- Achievement of utilisation targets and service related KPIs.
- Positive contribution to customer retention and service business growth
- You May Be Required To
- Support wider operational initiatives as required.
- Support internal projects and implementation activities.
- Travel to customer sites and FANUC offices in the UK and overseas as required.
The candidate should ideally be located within a 30-40 minute commute of the FANUC UK office in Coventry and must have the legal right to work in the UK.
- Requisition number: 741
- Working time model: Full time
- Place of work: Office
- Fanuc - The Factory Automation Company
As an innovative company, FANUC offers an exciting workplace with attractive future prospects, where your professional and personal development is guaranteed thanks to the latest technology and the FANUC work-life balance.
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Hotline Engineer RM employer: FANUC Europe
FANUC Europe is an exceptional employer, offering a dynamic work environment where innovation meets collaboration. With a strong focus on employee development, you will have access to extensive training and growth opportunities while working alongside industry experts in the heart of the UK. Our commitment to minimising downtime for our customers ensures that you will play a vital role in delivering impactful solutions, all within a supportive and forward-thinking culture.
