Field Support Specialist

About the role

As a Field Support Specialist, you will provide in-field technical assistance and support to our partners and customers. You'll be the expert they rely on for in-field interventions, troubleshooting, and execution of corrective actions. Your dedication to proactive problem solving and ensuring partner/customer satisfaction is essential for maintaining strong relationships and driving success across the network of AutoStore installations. Travel for this role is up to 80%.

Responsibilities

• Respond promptly and effectively to assigned cases, including incident investigations, reactive support requests, corrective measures, proactive on-site interventions, and priority site support.
• Provide on-site support to partners and trade shows as needed, demonstrating proficiency in all AutoStore modules.
• Perform on-site planned interventions such as installation and commissioning partner support, system upgrades, and quality investigations.
• Escalate support for partners when identified.
• Attend and actively participate in all internal account-related meetings to stay updated and contribute insights.
• Proactively meet personal and team key performance indicators (KPIs) to ensure efficient support delivery.
• Contribute to the knowledge base by writing informative articles to assist partners in troubleshooting and resolving issues.
• Support AutoStore Academy training by sharing expertise and best practices with partners.
• Support the regional repair/depot facility regarding system repairs, refurbishments, and spare parts quality review.
• Maintain a thorough understanding of internal procedures and processes outlined in the Service and Support Specialist Rulebook.
• Collaborate closely with internal teams, including technical support, technical account management, commercial, R&D, and others, to ensure readiness for service and support and provide valuable feedback from the support department.
• Foster trusted relationships with partners and key stakeholders, ensuring effective communication and problem resolution.
• Apply analytical thinking to break down complex problems.
• Understand and explain the key elements of AutoStore technology and business model.
• Uphold a calm mindset when under pressure and in times of uncertainty.
• Participate in the on-call support rota as required.
• Document field activities using CRM tools (e.g., service reports, parts consumption).
• Travel up to 80%, often requiring overnight and multi-day trips.

Requirements

• 2+ years of experience in a hands-on mechanically or electrically focused field support role.
• Demonstrated ability to quickly master complex technical systems.
• Strong aptitude for both technical problem-solving and customer training.
• Excellent communication and relationship-building skills.
• Knowledge of analytical tools for KPI tracking.
• Experience with field management/CRM tools (Salesforce preferred).
• Willingness and ability to travel up to 80% of the time.
• Bachelor's degree in Mechanical Engineering, Robotics, or related technical discipline preferred (extensive relevant experience may substitute).

Benefits

• Comprehensive medical, dental, and vision plans.
• Health Savings Account (HSA) with a company contribution.
• Generous paid time off, including 12 holidays, paid exercise time, paid volunteer time, and paid parental leave for all new parents.
• Retirement 401(k) plan with employer match and discretionary profit-sharing contribution.
• Educational assistance and professional development programs, including mentorship/coaching programs with external industry leaders.
• Group life insurance, voluntary additional life insurance, disability insurance, and employee assistance programs.