Technical Support Specialist

About the role

As a Technical Support Specialist, your key role is to provide technical assistance and support to our partners. You'll be the expert they rely on for troubleshooting and resolving any issues they encounter. Your dedication to proactive problem-solving and ensuring partner satisfaction is essential for maintaining strong relationships and driving success within our partner network.

Responsibilities

• Respond promptly and effectively to incident cases, spare part cases, warranty cases, delivery quality cases, and robot repair cases.
• Provide on-site support to partners and trade shows as needed, demonstrating proficiency in all AutoStore modules.
• Attend and actively participate in weekly Technical Support Specialist (TSS)/TSS Lead 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.
• Serve as an instructor in AutoStore Academy trainings, sharing expertise and best practices with partners.
• Maintain a thorough understanding of internal procedures and processes outlined in the Technical Support Specialist Rulebook.
• Collaborate closely with internal teams, including Sales, 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.
• Actively seek new knowledge.
• Apply analytical thinking to break down complex problems.
• Understand and can explain the key elements of AutoStore technology and business model.
• Make relevant knowledge accessible for others.
• Uphold a calm mindset when under pressure and in times of uncertainty.
• Work weekend shifts and participate in our on-call rotation.
• Expect to regularly travel 10%-20% of the time.

Requirements

• 1+ years of experience in a hands-on mechanically or electrically focused technical environment.
• Bachelor's degree in Mechanical Engineering, Robotics, or related technical discipline preferred (extensive relevant experience may substitute).
• Demonstrated ability to quickly master complex technical systems.
• Strong aptitude for both technical problem-solving and customer training.
• Excellent communication and relationship-building skills.
• Willingness and ability to travel 10-20% of the time.

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 plans 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.