Verändere deine Karriere als Technical Call Center Engineer bei KUKA in Augsburg

• 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).

• 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.

What we offer

Start date: Immediately