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Technical Support Specialist
3 months ago
Responsibility
- Handle 24/7 support phone
- 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
Skills
- Proficient in mechanical/electrical aspect
- Prioritize customer and partner satisfaction
- Analytical with attention to detail
- Deep understanding of AutoStore technology
- Embrace continuous improvement
- Excellent verbal and written communication
- Thrive under pressure and meet deadlines
- Proactive problem-solving approach
- Willingness to travel as needed
HSE
- Follow HSE standards at all times and keep up to date with revisions
Qualifications
- Able to demonstrate best practice thinking and expertise
- Ideally College or University Educated in a relevant field
- Knowledge of Analytical Tools for KPI Tracking
- Knowledge of Case Tracking Tools
AutoStore Offers
- Competitive Compensation
- Unlimited PTO
- Generous 6% 401K Match
- Full Medical Benefits
Recruiting Agencies:
AutoStore does not accept agency resumes. Please do not forward resumes to our jobs alias or AutoStore employees. Please refrain from contacting AutoStore employees regarding candidates or services. AutoStore is not responsible for any fees related to unsolicited resumes.
