CS Technical Support Engineer

Who We Are
E80 Group
is a multinational company specialized in the development of automated and integrated intralogistics solutions for manufacturers of consumer goods, operating in the
beverage, food, tissue,
and other sectors.

The main systems produced by E80 Group include: palletizing robots, laser-guided vehicles, robotic stretch wrappers and labelers, and automated high-density warehouses. The entire logistics flow is centrally managed by
the SM.I.LE80 software platform (Smart Integrated Logistics),
that ensures the efficient integration of the systems, guaranteeing the optimal management of all operations: from the entry of raw materials to the storage, right through to shipping.

With
14 branches located worldwide,
the Group believes in
5 values: Enthusiasm, Charisma, Know-How, Humility, Wisdom.
These are the pillars of E80 Group's corporate culture, which is always close to customers, people, and the territory.

Who You Are
"It's our fears that will limit our success, not our mistakes. The secret to successful hiring is to look for people who are not afraid of failing and want to change the world" – E80 Group CEO and Founder, Enrico Grassi
Sounds like you?
Great Here's what E80 Group has to offer.

Position Description
The role plays a critical role in providing electro-mechanical technical support to onsite engineers, develop and implement solutions for hardware, electrical, and mechanical issues, analyze non-conformities for continuous improvement, and escalate high-priority issues to upper management to ensure maximum asset uptime and customer satisfaction.

Duties And Responsibilities

• Customer Interaction:

• Act as the first point of contact for customer service-related aspects such as asset and system performance, ticket resolution, spare parts inventory management and overall service delivery. Ensure timely and effective communication with customer and E80 back-office support to address client needs and concerns.

• Organizes and Manages periodic technological updates sessions, with the goal of informing and training Customer's personnel and managers about E80's latest technologies, technical solutions and products
• Participates to periodic operational and management meetings with Customer's staff

• Prepare and share with customer quotes for parts and interventions to address customer needs and request client to issue PO to E80 team to handle properly the requests

• Resource Allocation:

• Allocate technical resources, verify equipment and tools if needed, and manage materials for various customer field services activities and projects based on requirements and resource availability

• Scheduling and Coordination:

• Develop and maintain resource schedules for maintenance, field service, and retrofit activities, ticket resolutions, ensuring optimal utilization of resources. Liaise with CSAM, supervisor, resident engineers, spare parts team representative, service coordinators, technical supervisors, technicians, and other stakeholders to ensure smooth execution of services

• Order spare parts if possible, providing E80 part number and follow up with spare part rep the respective delivery and define priorities
• Enter and manage tickets in Sales Force

• Manage and coordinate resource intervention onsite based on schedule activities for either maintenance and tickets resolution for technical aspects

• Performance Monitoring:

• Monitor and report on the performance of allocated resources, identifying any issues or inefficiencies and implementing corrective actions as necessary

• Process Improvement:

• Continually review and improve resource allocation processes and procedures to enhance efficiency and productivity

• Continually support and strengthen both internal and external non-conformance (NC) processes

• Compliance:

• Ensure all maintenance, field service, and retrofit activities comply with relevant regulations, standards, and company policies

• Observe customer behavior and alternative service purchase to recommend area for improvement in E80 organizations

• Escalate to organization any customer important aspects

• Safety & Technical

• Ensure all precaution are in place for a safe operation of E80 systems and escalate to stakeholders and management if discrepancies arise

• Performs advanced electrical troubleshooting on every E80 machine in the system, using all available diagnostic tools, if required
• Replace, Program and Configure E80 electromechanical components, if required

• Perform engineering and software maintenance tasks periodically, if required (Example: LGV/s calibration and navigation parameters, etc.)

• Technical Lead:

• Performs advanced electrical troubleshooting on every E80 machine in the system, using all available diagnostic tools, if required

• Replace, Program and Configure E80 electromechanical components, if required
• Perform engineering and software maintenance tasks periodically, if required (Example: LGV/s calibration and navigation parameters, etc.)

Qualifications

• A Bachelor's degree in engineering or a significant related field experience as field engineer, reliability and maintenance technician or mechanical engineer
• 7+ years of proven experience with either field or either reliability engineer, mechanical engineer
• Strong technical background with understanding and/or hands-on experience on all technical aspects of an automation system (PLC, PC, LGV, EM)
• CPE, CPS Certifications highly preferred
• Knowledge of SAP ERP system, CRM (Salesforce)
• Knowledge of Microsoft Office 365 and power platform
• Strong analytical skills and attention to detail
• Excellent organizational, communication and collaboration abilities
• Passion for customer service and a customer-centric mindset
• English language is a must. Italian or Spanish highly preferred

What's In It For You
Compensation
: $100K - $110K DOE (FLSA Exempt)

Benefits
: Health, Dental, Vision Insurance, Life, STD, LTD, PTO, 401K match

Location
: Chicago

Travel
: Up to 50%

Not just a job, but Career growth
: Our steady year-on-year growth fosters a culture of talent development where we constantly create opportunities for you to learn, grow, and feel empowered to reach your full potential, no matter which career path you choose.

E80 World Academy
: Be prepared to be impressed by our innovative training and learning programs. We offer cutting-edge insights to help you refine your expertise and succeed in your role.

#BE80:
You'll be part of a dynamic, collaborative team where giving back is at the core of our success and central to the #BE80 Culture.

Qualified applicants will receive consideration.
E80 Group does not tolerate any kind of discrimination or offensive behavior against one's personality (for example, moral, sexual or other kind of harassment, intimidation, persecution and other), or social exclusion or unfair treatment due to nationality, race, colour, ethnic or social origin, membership of a national minority, property, birth, disability, age, sexual orientation, gender, genetic features, family status, religions or political views or physical disabilities, veteran status, citizenship status, marital status, or pregnancy.
We honor our commitments under articles 1 and 18 of Law No. 68/1999 and give special consideration to candidates in protected categories.