Technical Call Center Engineer in Augsburg bei KUKA

KUKA

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Provides KUKA Robotics customers with high quality robotic/automation troubleshooting skills as well as product knowledge/experience via phone, e-mail, Internet, and/or face-to-face with minimal support from outside teams.

Short Facts

KUKA
Permanent Position

Responsibilities

Ability to work assigned shift with flexibility to respond to call center needs outside of assigned shift (weekends and holidays) on short notice and per rotational basis via answering service.
The ability to work an alternate/modified shift may be required.
Frequently requires the ability to work extended hours to meet customer needs.
Provides assistance to customers and KUKA personnel for the troubleshooting and repair of electrical, mechanical, and general software programming and configuration problems related to KUKA Robotics designated equipment via phone, e-mail, and face-to-face. Additional channels of communication may be added to enhance customer experience.
Keeps all assigned CRM Cases updated with accurate status and notes. Complete and close out customer issues or escalate to the proper team in a timely manner.
Searches and identifies problems and trends as they relate to product and customer concerns.
Acts as a single point contact for the customer. Coordinate support between KUKA Augsburg, and KUKA Robotics USA Engineering teams for problems that may/will require feedback from other groups within KUKA Robotics. Closes or escalates the cases in a timely manner.
Responsible to dispatch service as needed outside of normal business hours, perform part identification, coordinate with the Spare Parts team to arrange for emergency parts to be shipped as needed.
Works with the Service Manager and/or supervisor to identify training needs to maintain and continuously improve their skills and knowledge of KUKA Robotics products and applications.
Compose and/or update team and departmental work instructions and process documentation as needed.
Occasional travel to customer sites and general business errands may be required. Both domestic and international travel may be required for customer visits and training. (passport required).

Application Requirements

Bachelor’s degree (B.S.E.E./B.S.C/B.S.M.E.) from an accredited four-year college or university plus 4 years of related experience, or equivalent combination of education and experience.

Ability to read and interpret mechanical, electrical, electronic, etc. diagrams/prints and other related technical documentation.
Knowledge and demonstrated fundamental skills in customer service for phone, e-mail, and face-to-face contact with customers.
PC knowledge, which should include hardware and software (i.e. MS Office, etc.)
Valid driver’s license required.
Basic knowledge of phone system and general phone etiquette.