Customer Support Engineer (On Hold)

Summary: Robotics | Remote w/in U.S. | Full Time/Exempt | 5-10% Travel Required

Customer Support Engineer

Our Client’s digital platform and robotics solution combines Warehouse automation and data analytics to deliver next generation solutions to the warehousing and distribution industries. Their solutions integrate with management systems and robotics hardware to provide product sortation for store replenishment and/or individual Ecommerce customer orders. Relevant data is also collected and streamed to their cloud analytics solutions to provide strategic and tactical insights to their customers across multiple sites and facilities.

They are looking for dynamic and enterprising Help Desk Engineers with experience in supporting software products to join their team in Orlando, FL. As part of a global team, you will be responsible for answering and resolving customer help desk calls and collaborating with their engineering team to diagnose and fix product issues. Also, this position will entail supporting testing of our Client’s Robotics software when not working on a help desk call. Some travel to customer sites may be required.

Duties and Responsibilities

Gain in-depth technical and working knowledge of our Client’s Robotics software and products.
Gain knowledge of business problems addressed by the software.
Develop an understanding of customer processes and standard operating procedures.
Answer off hours phone calls or trouble tickets from our Client’s customers.
Diagnose and resolve customer off-hours phone calls or trouble tickets.
Ability to work with the Software or Robotics Engineering team to diagnose and resolve off-hours phone calls or trouble tickets.
Respond to customer inquiries on product usage, performance and administration after system deployment.
Perform testing of new features and perform regression testing of our Client’s Robotics software.
Ability to reproduce issues on internal test systems.
Willing to work evening, night shift and/or weekends. Work schedule will be around weekend with 2 weekdays off; e.g. Wed-Sun (Mon/Tues off); Sat-Wed (Thurs/Fri off); anticipated work hours will be 7 a.m. ET to 3 or 4 PM ET.

Qualifications

Bachelor’s degree in Engineering, Computer Science or other STEM related degree.
4+ years work experience in a Software Testing and/or Software Support role.
Demonstrate proficient technical trouble shooting skills.
Ability to communicate effectively, both verbally and in writing, with management, staff and customers.
Maintain a highly professional demeanor at all times with customers.
Willingness to travel up to 5-10% of the time; there will be some travel at the beginning of this assignment for training purposes.
Excellent customer communication skills.
Strong problem-solving skills and a very fast learner.
Ability and desire to deliver high-quality results in a software product-setting.
Strong interpersonal skills to establish effective and collaborative working relationships with others.
*Understanding of warehouse order fulfillment processes and hands-on experience supporting warehouse management or executive systems.
*Experience working with relational database systems (MySQL, Oracle, SQLServer, etc.)
*Experience with a modern customer management solutions software such as Salesforce, Netsuite, Zendesk, Atlassian Servicedesk, etc.

*Added plus

Our Client

Our Client is focused on the robotic automation of distribution operations. Their primary system consist of autonomous mobile robots that sort a wide range of items and parcels to consolidation points. This system is the world’s first portable, automated material handling sortation system that is creating a huge paradigm shift in the supply chain and how the basic distribution function of order fulfillment is accomplished. They continue to expand this core system with complementary robotic systems such as a system to automate processes in fulfillment operations. Their systems maximize performance with mobile, scalable, flexible, and portable robotics solutions. They create profit and value for their clients; making them more agile and adaptable to the highly dynamic changes in the marketplace.

Interested in this Position?

Recruiter: Pam McClure, McClure & Associates (M&A)

If you think you are a fit for this position, please take the next step by completing our inquiry form. We look forward to beginning the relationship and working with you to secure that perfect position.

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