E-commerce, Robotics, Logistics, Supply Chain, Technology

Field Service Technician- Columbus, Ohio

Columbus, OHOnsiteFull TimePosted 4 days agoVisa sponsorship available

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Required skills

robotic machines
electrical wiring diagrams
schematic
Fanuc Arms
network connections
hard drives
electrical box malfunctions
device logs
Standard Operating Procedures
remote monitoring system

Nice to have

Diploma
Electrical Engineering
Computer Hardware and Software

Role summary

Ocado is seeking a Field Service Technician in Columbus, Ohio, to support their innovative Ocado Smart Platform (OSP) used in online grocery retail. This role involves troubleshooting and resolving complex technical issues related to robotic machines, electrical systems, and network connections. The technician will use diagnostic tools, interpret logs, manage inventory, perform preventative maintenance, and provide on-site customer support. A background in electrical engineering or computer hardware/software is advantageous, along with proficiency in ticketing systems.

About us

Ocado is a UK based company admitted to trading on the London Stock Exchange (Ticker OCDO). It comprises one of the world's largest dedicated online grocery retailers, operating its own grocery and general merchandise retail businesses under Ocado.com and other specialist shop banners, together with its Ocado Solutions division. The Ocado Solutions division is responsible for providing Ocado’s innovative advanced robotics technology, known as the Ocado Smart Platform ("OSP"), to our major retailer clients around the world. OSP comprises access to Ocado's physical infrastructure solutions, running highly efficient warehouse operations for the single pick of products, together with the entire end-to-end proprietary software applications and advanced robotics required to operate a world-class online grocery business. Our unique, proprietary and industry-leading technology is set to transform the shopping experience of consumers around the world. We have partnered with the Kroger Family of Companies in the United States and Sobey's Family of Companies in Canada to help redefine the grocery customer experience through the adoption of the centralized, automated model of online retailing provided by the Ocado Smart Platform. Come join us as we build our North American team, bringing world-class innovation and technologies to one of the most exciting global markets for e-commerce.

The Field Service Technician is responsible for problem-solving and assisting in the resolution of matters brought forward by product support specialists. The technician should be able to communicate with team members, customers and stakeholders in a strong manner to maintain a strong rapport.

What You Get To Do In This Role:

Address and resolve complex issues escalated by Product Support Specialists.

Follow escalation matrix for unresolved issues to hardware, and software teams as necessary.

Utilize electrical wiring diagrams / schematic to troubleshoot issues

Diagnose technical issues involving robotic machines, including Fanuc Arms, network connections, hard drives, and electrical box malfunctions

Read and interpret device logs to identify and resolve problems.

Review, understand Standard Operating Procedures (SOPs), and implement changes as they relate to the remote monitoring system to fix issues within the Robotic machines

Manage onsite inventory and perform physical audits to ensure a sufficient supply of spare parts, maintain safe and organized work environment around equipment

Create and update the ticketing tool daily

Conduct preventative maintenance on robotic systems to ensure optimal performance and avoid potential problems.

Travel to different sites as needed to provide on-site support for customers

Serve as the primary point of contact for the customer on-site, providing exceptional customer service and support.

Qualifications

With up to 1 year experience in a similar role in a technical environment.

Diploma / Bachelor in Electrical Engineering/ Computer Hardware and Software is an advantage

Strong understanding of electrical systems, network connections, and robotic technologies.

Excellent troubleshooting and problem-solving skills.

Effective communication skills with the ability to explain technical issues to non-technical users.

Proficiency in using ticketing systems like Freshdesk and Jira

Ability to work independently and as part of a team.

Customer-oriented attitude with a focus on providing high-quality service.

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