Service Technician III

About Acieta

As a leading automation integrator, Acieta designs and delivers custom solutions powered by cutting-edge robotics and advanced technologies, from FANUC and KUKA systems to vision-guided applications, palletizing, and fully integrated cells. With operations across the U.S. and customers worldwide, Acieta combines the agility and collaborative culture of a small company with the resources and expertise to execute large-scale, transformative projects. Join our rapidly growing team and help shape the next era of automation.

Candidates must be legally authorized to work in the United States without the need for current or future visa sponsorship. Unfortunately, we are unable to provide visa sponsorship for this position.

Location

This is a remote role with 90% travel required.

About This Role

As a remote Service Technician III, you'll serve as the primary point of contact for customers experiencing system downtime, coordinating field support and helping restore operations as quickly as possible. In this role, you'll troubleshoot technical issues, make independent decisions in the field, and work closely with Field Service Managers to ensure seamless communication and support. You'll be expected to answer customer calls during standard business hours Monday through Friday and participate in an after-hours on-call rotation, typically one week per month, to provide critical support when it's needed most.

What You'll Do

• Make recommendations to achieve quality improvement or lowering of design and manufacturing costs of the company's products, drawing on experience derived from testing, assisting, and operating Acieta products and customer inputs gained through administering training programs or through customer service contacts.
• These may range from excerpts of trip reports to specifically written memos or oral conversations and must include any performance or functional problems or product quality concerns.
• Assist with quotation/proposal activity as requested; ensuring valid and accurate representation of robotic capabilities and/or flexible automation products and realistic costs in terms of manpower expenditures and equipment/software requirements are achieved.
• Utilize various software programs available within Acieta to assist with computer utilization goals of the company.
• Work with all other technicians to transfer any new technical information that has been received or learned in the shop, field, or training class.
• Other duties as may be assigned that are trained for and qualified to do.
• Adhere to company’s and customer’s safety policies to create a safe work environment for employees.

Direct Customer Support:

• Answer incoming support calls from customers and assist in all troubleshooting and problem resolution.
• Work with other departments to determine root cause and resolution.
• Work with outside vendors/contractors gain resolution when necessary.
• Schedule all on-site service calls utilizing Acieta and contract technicians.
• Verify and maintain all service work documentation based on established customer service procedures and practices.
• Maintain policy that if Acieta built equipment Assisted and in production at customer's site is down, it receives highest priority attention for service unless instructed otherwise by Acieta management.
• Keep Acieta Engineering Services Manager informed daily of customer complaints or dissatisfaction.
• Develop and follow all established customer service procedures and practices (i.e. telephone log of service calls, trip report log and file, reference file of Service Manuals and "Engineering Bulletins" from Fanuc or other robot vendors) to maintain an orderly reference file in Customer Service Office. This also includes necessity to maintain a clearly documented record of software files for projects that can be easily accessed by any technician to restore a cell in the field.
• Provide Engineering, Manufacturing, and Acieta management of findings significant to design or development of improved or new products.

Spare Parts:

• Assist in parts orders consistent with the company's Spare Parts Order Policy or other comparable policies.
• Assist customers and our parts department with part identification and configuration.
• Supply necessary information and materials for personnel assigned to service support prior to the departure of the employee to the service support.
• Review and maintain all returning documentation for completion and process proper forms with the Accounts Payable/Receivable department.
• Return all unused parts, hardware, equipment, etc.

What You Bring to the Team

Education and/or Experience: Associate’s degree (A.A.) or equivalent from a two-year college or technical school offering specialized robotic training or automation controls and at least five years related experience. It is required to have working knowledge of programable logic controllers or robots.

Language Skills: Ability to read, analyze in English, and interpret common scientific and technical journals. Ability to respond to common inquiries or complaints from customers.

Technical drawing: Ability to read and markup technical drawing.

Mathematical Skills: Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability: Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to solicit support from others to interpret variety of technical instructions in mathematical or diagrams.

Learning new skills: Ability and desire to learn new systems and technologies.

Licenses and Other Requirements:

• Must have and maintain a valid driver’s license and maintain a good driving record.
• Must be at ease working with others of essentially equal or even greater technical expertise and experience of an effective manner.
• Must be able to travel up to 90%.
• Must have or be able to obtain a valid Passport.
• Must be able to make independent, advanced and technological decisions with projects while maintaining communications with Project Managers to complete project and customer satisfaction.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to stand, sit, reach with hands and arms, and talk or hear. The employee is occasionally required to walk; climb or balance; and stoop, kneel, crouch, or crawl.
• The employee must regularly lift and/or move up to 25 pounds, frequently lift and/or move up to 50 pounds, and occasionally lift and/or move up to 100 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Ability to perform rigorous physical activities required by industrial manufacturing tasks.

Working Conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.