Service Hotline Specialist

Service Hotline Specialist The Service Hotline Specialist is the first point of technical contact for customers operating CLOOS robotic welding systems, welding power sources, automation equipment and related software. The role delivers timely, accurate remote diagnostics and troubleshooting, owns the technical case through resolution or formal handoff, and coordinates with Field Service, Technical experts, Spare Parts, Project Management and factory specialists to restore equipment availability and strengthen long-term customer confidence. The position supports service quality and customer retention through disciplined case management, clear communication, effective escalation, technician knowledge transfer and identification of appropriate service and spare-parts needs. It does not independently authorize commercial concessions, warranty decisions, customer commitments or field-service resource allocation outside delegated authority. Essential Functions Customer Support & Case Ownership Serve as the first-line contact for customer technical requests by telephone, email and approved remote-support channels; acknowledge, prioritize and respond according to established service standards. Create, classify and maintain complete cases and service activities in the designated CRM/service system, including equipment identification, symptoms, troubleshooting history, actions, owners and next steps. Manage case progression from initial contact through resolution, customer confirmation or documented handoff; provide proactive status updates and realistic next-step expectations. Triage equipment-down, safety-related, repeat-failure and high-impact cases and promptly escalate them using the defined service escalation process. Technical Troubleshooting & Remote Diagnostics Diagnose and support resolution of electrical, mechanical, pneumatic, hydraulic and control-system faults, including robot controls, welding power sources, PLCs, drives, sensors, interfaces, software and communication networks, within demonstrated competence. Guide customers and Field Service Technicians through systematic fault isolation, approved corrective actions, testing and verification; use remote connections only through approved secure-access procedures. Assess whether a case can be resolved remotely or requires a field visit, replacement parts, Application Engineering or factory involvement; document the technical rationale. Follow equipment safety instructions and lockout/tagout requirements; do not direct customers to bypass protective devices or perform tasks beyond their training or authorization. Field Service Coordination & Escalation Provide technical input to the Service Operations Manager and scheduling team on case urgency, required skills, tools, parts, estimated scope and site-readiness requirements.