Field Service Engineer

The Field Service Engineer is a critical part of the support team who is responsible for the on-going support of active customer sites. He/she will conduct preventive maintenance, resolve technical issues at customer sites, and lead training efforts on an as-needed basis. Support will be focused on the AutoStore product but could include additional third-party systems and integrations based on the specific customer site.

This is a customer-facing position. The candidate will need strong communication, customer service, technical, organizational, and troubleshooting skills. This position is key to maintaining high levels of customer satisfaction and fostering strong customer relationships, which is vital to our overall business success.

Your tasks

Support active customer sites with the objective to achieve the highest level of system availability and stability as possible.

When a customer support event occurs, this role supports through troubleshooting and resolution of issue(s) both remotely through our ticketing system and on-site at the customer’s location.

Create detailed documentation to inform internal and external contacts of best practices, standard operating procedures, and issue-resolution techniques.

Perform as-needed training of customer personnel on the AutoStore and any Kardex-supplied subsystems.

Help support the customer during the post-handover ramp-up period of a project.

Travel to project sites, sometimes for about a week in one trip. Total travel estimate is 30-40%

Excellent communication and interpersonal skills

Ability to establish effective working relationships across teams and cultures

Self-driven, result-oriented with a positive outlook to success

Ability to coach and teach the customer on best practices and process improvement as it relates to the Kardex-provided scope

Advanced troubleshooting ability

Clear focus on high quality and ensuring all the customers' needs are met

Your profile