CUSTOMER SUCCESS ENGINEER, WAREHOUSE AUTOMATION (33123)
About The Position
The Customer Success Engineer, Warehouse Automation will provide technical support and troubleshooting assistance to customers after Go-live for warehouse automation systems. This role involves diagnosing and resolving system and equipment issues related to ASRS, conveyor systems, material handling, AGVs, robotics, WCS, and control systems by working with EQ Solutions vendors and suppliers. The engineer will collaborate with customers to understand issues, identify root causes, and develop effective solutions, acting as the primary point of contact for post-deployment inquiries and problems. Additionally, the role ensures customers achieve maximum value from their automation systems by providing timely support and guidance, proactively monitoring system performance, and fostering long-term customer relationships. Collaboration with engineering, product, and technical teams is essential for escalating and resolving complex issues and providing customer feedback for continuous improvement. The role also includes maintaining accurate records, preparing customer reports, and providing training to customers on system operation and best practices.
Requirements
- Bachelor's degree in Engineering, Computer Science, Logistics, Supply Chain, or a related field, or equivalent work experience.
- Strong understanding of warehouse automation systems including ASRS, conveyor systems, material handling, AGVs, robotics, WCS, and controls.
- Experience with troubleshooting, configuration, and integration of automated systems.
- Familiarity with PLCs, SCADA systems, and industrial controls.
- Knowledge of system integration protocols, such as Ethernet/IP, Modbus, and other industrial communication standards.
- Understanding of software and hardware in warehouse automation environments.
- Proven experience in customer support or technical support roles, ideally in warehouse automation or related industries.
- Excellent problem-solving skills and the ability to diagnose and resolve technical issues effectively.
- Strong verbal and written communication skills, with the ability to explain complex technical concepts to non-technical stakeholders.
- Empathetic and customer-centric attitude with a focus on delivering high-quality service and building long-term relationships.
- Basic knowledge and abilities of Microsoft Office products.
- Ability to work independently and as part of a team.
- Strong organizational and time-management skills.
- Adaptable and able to handle multiple tasks in a fast-paced environment.
Responsibilities
- Provide technical support and troubleshooting assistance to customers after Go-live for warehouse automation systems.
- Diagnose and resolve system and equipment issues related to ASRS, conveyor systems, material handling, AGVs, robotics, WCS, and control systems by working with EQ Solutions vendors and suppliers.
- Collaborate with customers to understand issues, identify root causes, and develop effective solutions.
- Act as the primary point of contact for customers for post-deployment inquiries and problems.
- Assist with on-going project installation and commissioning when necessary.
- Ensure customers achieve maximum value from their automation systems by providing timely support and guidance.
- Proactively monitor customer system performance and recommend improvements or optimizations.
- Foster long-term customer relationships by ensuring ongoing satisfaction and system success.
- Work closely with customers to track system performance metrics and ensure operational excellence.
- Work with engineering, product, and technical teams to escalate and resolve complex technical issues.
- Provide feedback from customers to internal teams for continuous product and service improvement.
- Assist in identifying trends in customer issues and contribute to knowledge base or documentation efforts.
- Maintain accurate records of support cases, resolutions, and customer interactions in CRM or support systems.
- Prepare and deliver customer reports detailing system performance, updates, and recommended actions.
- Document troubleshooting steps and solutions for future reference and customer self-service resources.
- Provide training and guidance to customers on the operation, maintenance, and best practices for warehouse automation systems.
- Help customers better understand system features and capabilities to ensure optimal use.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
