Service Technician III

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.

This is a remote role with 90% travel required.

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.

• 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…