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Purpose of the Role
To provide technical support and service coordination for FANUC ROBOSHOT customers, delivering effective remote fault diagnosis and resolution to maximize machine uptime and customer satisfaction. The role will initially focus on ROBOSHOT products, with the opportunity to develop technical expertise across other FANUC CNC product lines, including ROBODRILL and ROBOCUT.
Your Core Tasks
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 minimizing machine downtime and restoring production as quickly as possible
- Provide technical support across other FANUC products as required
Service Coordination
- Log, prioritize, 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
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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
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Key Success Measures
- High customer satisfaction
- Achievement of utilisation targets and service-related KPIs
- Positive contribution to customer retention and service business growth
Additional Requirements
- 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.
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