Field Service Engineer

Kardex • Cincinnati, OH

5d

About The Position

The Field Service Engineer is a customer-facing member of the support team responsible for ongoing support of active customer sites. The role focuses primarily on the AutoStore product and may also involve third-party systems and integrations. The engineer performs preventive maintenance, troubleshoots and resolves technical issues remotely and at customer locations, leads customer training, and occasionally commissions and tests the AutoStore system. The position supports high system availability and stability while maintaining customer satisfaction and strong customer relationships.

The role may require work outside standard business hours, including late nights and weekends, and participation in an on-call rotation. Travel to project sites is required, sometimes for approximately one week per trip, with an estimated total travel commitment of 30–40%.

Requirements

• Strong communication, customer service, technical, organizational, and troubleshooting skills.
• Willingness to work outside standard business hours, including late nights or weekends, and support an on-call rotation.
• Willingness to travel to project sites, with estimated travel of 30–40%.

Responsibilities

• Support active customer sites to achieve the highest possible system availability and stability.
• Occasionally commission and test all hardware and software aspects of the AutoStore system before customer handover.
• Troubleshoot and resolve customer support issues remotely through the ticketing system and on-site at customer locations.
• Create detailed documentation covering best practices, standard operating procedures, and issue-resolution techniques for internal and external contacts.
• Provide initial and as-needed training to customer end users and maintenance personnel on AutoStore and Kardex-supplied subsystems.
• Occasionally support customers during a project's ramp-up period.
• Participate in an on-call rotation and accommodate customer support needs outside standard business hours.
• Travel to project sites, sometimes for about a week per trip; estimated travel is 30–40%.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed