Crisis managers, customer advisors and COVID-19 heroes – all of these terms would actually be accurate. Because the service technicians from Field Service are many things, but above all they are always on the road on behalf of KUKA. In our series “What do(es)… actually do”, we want to take a closer look at the day-to-day work of our KUKA colleagues and take a look at the activities behind the job descriptions.
Monday morning: the alarm clock rings and the new work week begins. For many KUKA employees, it’s back to their usual workplace for the next five days. The week of a KUKA service technician also usually begins on Monday morning.
But many things that happen after that are difficult to predict. That’s why the colleagues equip themselves well at the beginning of the week and take the precaution of packing not only a well-stocked toolbox, but also a toothbrush and clothes for a few days. After all, you never know where the next assignment will take place and whether you’ll be back home in the evening.
In addition to regular maintenance, there are sometimes technical challenges that need to be solved. That’s when our service technicians are in demand and travel to solve the problem. Around the clock, seven days a week. This also applies, even more so, during general vacation periods such as Easter, summer or Christmas. This is a busy time for our service department, because our customers take advantage of these quieter times to maintain or rebuild their robots and systems.
“Our customers really appreciate our fast service, and that also sets us apart from the market: at KUKA, customers not only buy a robot, they also get reliable round-the-clock service. Not all competitors can offer that,” explains Michael Sedlmair, Head of Field Service South. And it’s never boring in field service. The first thing to do on site is to improvise and look for the problem. And it’s often not the robot at all, but operator or programming errors, for example.