CRUS Technical Advisor I

Daifuku•Hutto, TX

About The Position

Perform a variety of activities in technical support, including serving as an engineering liaison from the field and providing escalation and troubleshooting assistance. The Service Group Technical Advisor may travel to customer facilities and support the Installation Group when warranted. The role requires readiness to travel domestically and internationally for weeks at a time, with a current passport, and to provide after-hours support for 24X7 call-center calls. The advisor also develops service strategies for new product designs and maintains a strong customer interface. Provide software technical support and troubleshooting to field engineers, technicians, and customers; assess situations where established procedures have failed during software upgrades or equipment rebuilds; and drive testing, analysis, and improvements for continuous improvement programs and equipment upgrades. The role acts as a liaison between the field and Daifuku–Japan Engineering, reports design and reliability issues to engineering, represents the company in escalated customer situations, and prepares regular status reports for Japan. A bachelor’s degree, technical education, or equivalent work experience is required, along with three to five years of related experience. Level 4 proficiency is specified.

Requirements

Bachelor’s degree, technical education, or equivalent work experience.
Three to five years of related experience.
Level 4 proficiency.
Excellent verbal and written communication skills, including the ability to communicate clearly and interface effectively with customers and peers.
Excellent systematic troubleshooting, judgment, and problem-solving skills, including the ability to handle problems independently and implement corrective action.
Customer focus and commitment to resolving problems, with decisions based on business priorities.
Availability to travel as needed, including domestic and international travel for weeks at a time; a current passport is required.
Availability for specific emergency call-in work and after-hours support.
Ability to work weekends and holidays.
Comprehensive knowledge of basic computer language and commands.
Experience writing QA policies and procedures.
Knowledge of network protocols and hardware, computer architecture, and accessing computer functions; ability to isolate and replace components or boards when necessary.
Proficiency in software operation and software troubleshooting, and proficiency with operating systems.
Familiarity with QNX, Unix, and Windows OS.
Computer skills with Microsoft Word, Excel, PowerPoint, and Outlook.
Follow applicable safety guidelines, wear protective clothing when exposed to hazardous materials, comply with customer safety and cleanliness policies, and follow posted work rules and procedures.

Nice To Haves

Ability to speak and/or read Japanese.
Software development skills.
Familiarity with AMHS software.
Software troubleshooting experience.

Responsibilities

Provide software technical support and troubleshooting to company field engineers, technicians, and customers.
Assess and respond to situations where stated procedures have failed during software upgrades or equipment rebuilds, seeking assistance from the TA lead when needed.
Initiate and drive Alpha, Pre-Beta, and Beta Tests for Continuous Improvement Project (CIP) programs and equipment upgrades.
Analyze data and drive process and product improvements.
Report design, reliability, and maintenance problems to engineering.
Provide information and liaison support between the field and Daifuku–Japan Engineering Department, with assistance from the TA lead.
Represent the company in customer dealings to support customer satisfaction in escalated situations.
Provide regular status reports to Japan.
Develop service strategies for new product designs.
Support the Installation Group when warranted and provide after-hours assistance for 24X7 call-center calls.