Innovation Support Engineer

About the role

Join UniFirst Corporation as an Innovation Support Engineer! Are you ready to be part of a growing, forward-thinking, and dynamic Engineering department that values creativity, problem-solving, and continuous improvement? UniFirst Corporation is currently seeking a full-time Innovation Support Engineer to join our expanding and high-performing Innovation Engineering Team. As an Innovation Support Engineer, your responsibilities will go beyond day-to-day support. You will play an active role in the successful planning and execution of a variety of Innovation Engineering projects. Your key contributions will include collaborating with engineers from multiple disciplines, partnering with production management, plant maintenance, and IT to ensure reliable system operation, maximum utilization and minimal downtime, ensuring technical and functional requirements are thoroughly defined and documented, supporting the design, testing, and implementation of automation solutions that are efficient, scalable, and reliable, helping to ensure projects are completed on schedule and within budget, and maintaining open, proactive, and transparent communication with all stakeholders.

Responsibilities

• Provide timely and professional technical support via email, phone, chat, and remote tools
• Assist in developing AI-powered automated tools to monitor systems, detect anomalies, and resolve issues before they escalate
• Diagnose and troubleshoot hardware, software, system and integration issues across a range of laundry automation equipment, controls systems and applications
• Guide UniFirst Team Partners through step-by-step solutions, ensuring high levels of satisfaction and engagement through the support process
• Collaborate with Engineering, Production and IT to escalate and resolve complex or recurring issues
• Document issues, resolutions, and customer interactions in the UniFirst Service Management platform
• Contribute to the creation and maintenance of knowledge base articles, FAQs, and technical documentation
• Identify patterns in support requests and provide feedback for product improvements or bug fixes
• Develop and conduct training and instruction for Engineering and Operations Team Partners on equipment utilization, operating systems and various custom-built software applications
• Ensure timely user notification of maintenance requirements and effects on system availability
• Provide after-hours support as needed (depending on team structure)
• Stay up to date with product updates, system changes, and new features for Engineering specific applications and systems
• Work with Engineering and Production Management Teams to gather feedback on automation software applications and if change is desired, define complete and accurate requirements, utilize analytical and communication skills to obtain buy-in, interface with our Engineering Development Team for testing and schedule timely deployments
• Support various Innovation Engineering projects by conducting site assessments, overseeing equipment/system installations and completing required configurations

Qualifications

• Bachelor’s Degree preferred in Engineering or IT
• 3 - 5 years’ experience working in Engineering or IT
• Strong understanding of ITIL and Incident Management practices
• Experience writing database queries, specifically MS SQL
• Experience with Agile project management framework, specifically Scrum
• Experience managing projects including implementation of new systems and processes is preferred
• Interpersonal and organizational skills with a strong attention to detail
• Strong leadership and communication skills that encourage strategic thinking, innovation, and action
• Ability to work independently with minimal supervision (self‑starter) and to be able to work well with a team for a common goal
• Excellent written and oral