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Technical Support Specialist
1 week ago
Apply locations Salem, USA time type Full time posted on Posted 5 Days Ago job requisition id JR101957
Key Responsibilities
- Be part of the 24x7 Phone Support Team
- Respond promptly and effectively to incident cases, spare part cases, warranty cases, delivery quality cases, and robot repair cases.
- 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
- 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
- Manage high severity issues and major incidents affecting multiple customers
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