Applications/Automation Triage Specialist

Description Methods Machine Tools was established in 1958 with three employees and a handful of refurbished machines. Since then, the company has become one of the largest privately owned machine tool importers in North America. Job Summary: The Applications/Automation Triage Specialist serves as the first point of technical support for customers operating CNC machine tools, automated manufacturing systems, and robotic machining applications. This role is responsible for providing remote troubleshooting, applications support, and technical guidance related to CNC programming, automation systems, robotics, and machine integration. Working closely with customers, service teams, and engineering resources, the specialist diagnoses and issues, assists with G-code and M-code programming challenges, and helps minimize equipment downtime while maximizing manufacturing customers productivity and performance Duties/Responsibilities: Provide phone-based technical support to customers using FANUC robots, controllers, and peripherals Assist customers with automation-related programming issues, including robot-to-machine communication, cycle sequencing, and production optimization. Interpret and troubleshoot CNC machine signals, I/O communication, and machine integration issues within robotic work cells. Provide technical guidance on automated machining applications utilizing G-code and M-code commands. Maintain strong product knowledge of FANUC robots, controllers and software Provide excellent customer service and ensure a positive support experience Diagnose and resolve issues related to Robot faults and alarms, programming errors, mechanical and electrical performance, end-of-arm tooling (EOAT) and system integration, etc. Guide customers through step-by-step troubleshooting procedures in real time Assist with robot startup, calibration, and recovery processes Interpret FANUC alarm codes and identify root causes Escalate complex technical issues to engineering or field service teams when required Document customer interactions, issues, and resolutions in CRM/ticketing systems Support customers with preventive maintenance recommendations Maintain strong product knowledge of FANUC robots, controllers and software Provide excellent customer service and ensure a positive support experience Required Skill/Abilities: 2+ years of experience working with FANUC robotic systems or similar industrial robots Strong understanding of Robot operations and teach pendant usage, basic robot programming, and Industrial automation concepts Experience troubleshooting robot faults and production issues Knowledge of G-code and M-code programming for CNC equipment and their interaction with automated robotic systems. Experience troubleshooting communication between robots, CNC controls, PLCs, and production equipment. Familiarity with manufacturing automation concepts including machine tending, palletizing, material handling, and integrated production cells. Ability to read and interpret CNC programs, machine schematics, electrical drawings, and automation system documentation. Excellent verbal communication skills for guiding customers over the phone Ability to remain calm and effective in high-pressure production environments Familiarity with electrical schematics and mechanical systems Knowledge of PLCs (Allen-Bradley, Siemens) and integration concepts Proficiency with Microsoft Office and ticketing systems FANUC Robot Operator or Programming certification is a plus Minimum Education and Experience: High school diploma or equivalent required. Proven experience in sales, customer relations, or related roles. Supervisory Responsibilities: None Travel Requirements: Occasional support required for on-site customer visits or team meetings. Physical Requirements: Prolonged periods of sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times. Salary: $74,191.83 - $111,093.29 The listed salary range represents our good faith estimate for this position. Final compensation will be determined based on a candidate’s experience, skills, and qualifications, and may exceed the posted range for highly qualified candidates. Additional Information This job description is designed to provide an overview of basic skills, experiences and education required to perform the job and is not designed to cover or contain a comprehensive listing of all activities, duties, or responsibilities required of the employee to perform the essential functions of the job. In instances where educational degrees are required, the company will take into consideration factors such as additional experience, training, or certifications in lieu of specific educational requirements . Methods Machine is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.