Hotline Engineer RM

Purpose of the Role

To provide technical support and service coordination for FANUC ROBOSHOT customers, delivering 
effective remote fault diagnosis and resolution to maximise machine uptime and customer satisfaction. The 
role will initially focus on ROBOSHOT products, with the opportunity to develop technical expertise across 
other FANUC CNC product lines, including ROBODRILL and ROBOCUT.

Your core tasks will include

Technical Support
• Act as the primary point of contact for ROBOSHOT customer service and technical enquiries
• Diagnose machine faults remotely using telephone, email, and remote support tools
• Provide troubleshooting support for electrical, mechanical, control, and process-related issues
• Support customers in minimising machine downtime and restoring production as quickly as possible
• Provide technical support across other FANUC products as required

Service Coordination
• Log, prioritise, and manage customer cases through the ERP service management system.
• Coordinate Service Engineer attendance when on-site support is required and provide technical support
• Plan and coordinate preventative maintenance activities for FANUC products
• Monitor open cases and provide customers with timely updates on progress and resolution activities

Customer Excellence
• Build and maintain strong customer relationships through professional and proactive support
• Deliver excellent customer service and contribute to continuous service improvement through feedback

Health & Safety
• Ensure compliance with health and safety/environmental requirements, including RAMS, permits, and site access processes

General
• Ensure adherence to established processes, standards, compliance requirements and SLA’s
• Contribute to Service revenue, utilisation, and customer satisfaction targets/KPIs
• Maintain and develop technical knowledge of FANUC core products, applications, and related technologies
• Undertake any other duties within the scope of the role as required by the Service Manager

Your Profile
• Minimum of 4 years' experience supporting, maintaining, or troubleshooting industrial injection moulding machinery, CNC, machine tools
• Technical qualification in a relevant engineering discipline and/or equivalent industry experience.
• Proven experience diagnosing and resolving faults on industrial machinery, automation equipment, or manufacturing systems.
• Experience using CRM, SAP, ERP, or service management systems.
• Strong fault-finding, analytical, and problem-solving skills.
• Excellent communication and customer service skills.
• Ability to manage multiple priorities and perform effectively under pressure.
• Ability and drive to develop technical expertise across the wider FANUC product portfolio
• Fluent in English

Key Success Measures
• High customer satisfaction 
• Achievement of utilisation targets and service 
related KPIs.
• Positive contribution to customer retention and 
service business growth 

You may be required to
• Support wider operational initiatives as required.
• Support internal projects and implementation activities.
• Travel to customer sites and FANUC offices in the UK and overseas as required.