Global Technical Service & Support Expert - GRS

Job Description:

As technical service & support expert for our global robotic solutions business, you perform client-site service, support, repair and/or installation of GRS related products and systems. Client-site stands for internal and external customers / stakeholders. The job may include any aspect of product support, including system hardware and software, and systems networking.

The role provides technical support to stakeholders on operational or maintenance aspects of system equipment and serves as stakeholder contact on technical and service / support-related problems. While working on the job, you will diagnose mechanical, hardware, software and systems failures using established procedures. An important part of your role is to prepare reports for analysis of product failure trends and service ability issues. You will be seen as a major contributor to developing adequate concepts and techniques to expose and to track failures as well as to properly document any type of findings. Assignments are complex and require judgement and initiative and a great level of teamwork. You may act independently but primarily within a strong service, support and training team, to determine methods and procedures for new assignments and continuous improvements.

Duties & Responsibilities

• Services and support will be offered primarily to core stakeholders (internal regional customers; selected integrators; selected channel partners and focus end-user customers)
• Be fully responsible for cultivating and maintaining excellent stakeholder relationships and improving response and resolution times
• Installation and commissioning of GRS equipment in line with company instructions
• Provision of customer training on equipment operations
• Provide on-call support for equipment failures. Quickly and effectively respond to inbound technical service and support issues, via telephone, email and that all issues are documented and resolved ASAP.
• Continuously improve the existing service and support processes and procedures combined with in-depth reporting and analysis of the captured technical issues, along with root cause analysis leading to recommended remedial action. When undertaking installations, servicing or on-call, report back through Global Product Management and R&D any problems encountered as part of a program of continuous improvement.
• Support the Sales Team with technical assistance during customer demonstrations and provide technical clarifications and guidance as required, during the sales process.
• As and when required, carry out equipment servicing and support at stakeholders' locations.

Market Intelligence

• Share analysis of incoming feature requests and customer needs with GRS colleagues from global product management

Collaboration with Cross-Functional Groups

• GRS team
  • Work with Global Product Management to define specifications, to continuously improve our robotic solutions capabilities
  • Work with R&D to visualize, precisely describe and resolve issues identified
  • Work with the full team across functions to resolve service and support issues identified at stakeholders

• Regional Product Management & Sales Teams
  • Work with regional PMs and sales teams on any service and support related issue for the robotic solutions business
  • Work with regional sales on supporting installations and demos at stakeholders
  • Work with regional stakeholders on transparent communication of addressed issues and the process of resolving the problems

Qualifications

Language Capabilities

• Fluent in English (read, write, speak)
• Others

Technical & Experience Requirements

• Strong team player with the ability to work under own initiative
• Confident in customer facing role and able to communicate clearly under pressure
• Basic robotic programming knowledge and insight into robot system functionality
• Minimum 5-years in service and support of welding equipment
• Experience in understanding end-user needs within the global welding industries
• Ideally experienced in servicing and supporting robotic equipment
• Ideally having a welding degree and or operational welding background

Mobility & Travel Requirements

• Ability to travel regionally / globally up to 50%

The ESAB Group Inc. is proud to be an equal opportunity employer. We celebrate diversity and do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.