Field Support Engineer 2, Robotics

Tennant Company•Minneapolis, MN

10d•Onsite

About The Position

We are seeking an experienced Field Support Engineer to join the Tennant Company (TNC) Robotics Field and Factory Support, (FFS), Engineering organization. This role provides Engineering technical support to the Technical Assistance Center, Technical Publications, Learning Development, Customer Success, Automation Success Deployment, Tennant Service teams, and Sales organizations. The primary deliverable for this role is an increasingly improved set of organizational assets to improve customer uptime metrics through setting up the above stakeholder customer facing teams for success. These could include improvements in technical publications thoroughness, addition of new content formats such as video supplements to fortify service manuals, coordination with training events for lead technicians, AI diagnostic tool development and deployment refinements, and interfacing with product health monitoring. The role will be responsible for products in the production, and aftermarket support phases of their lifecycle as well as influencing new product development to ensure that diagnostic efficiency and aftermarket support are excellent at first launch and do not suffer a knowledge based lag in customer experience. There will also occasionally be opportunity for execution of design improvement projects. The FFS Field Support Engineer also works closely with senior systems engineers, electrical, software, mechanical, and manufacturing teams to transfer learnings from production and field environments into updated product requirements to drive optimizations of future subsystem solutions. Success in this role is measured by technical decision quality, service diagnostic efficiency improvements, reduction in Mean Time To Repair (MTTR), increases in Mean Time Between Failure (MTBF), customer satisfaction, service technician preparedness as evidenced by first diagnosis accuracy and first visit fix metrics, warranty incident rate reduction, and timely design improvement project execution.

Requirements

Bachelor of Science in Mechanical Engineering, Electrical Engineering, Systems Engineering, Computer Engineering, Mechatronics, or a closely related field.
Minimum 3–5 years of experience in engineering, application engineering of complex systems, mechatronics, automation or controls‑focused roles.
Hands‑on experience with electro mechanical system integration, testing, or deployment of complex products.
Experience working on cross‑functional engineering and business teams.
Experience with troubleshooting field failures, complex root cause determination, solution development, verification, and technical documentation.
Experience with development of resources for education of technical content, especially for servicing machinery
Experience with field call center support or technical training of others.
Familiarity with task management and defect tracking tools such as Jira.
English language fluency

Nice To Haves

Experience supporting robotics, autonomous systems, or advanced electro‑mechanical products.
Familiarity with batteries, chargers, power electronics, motors, actuators, or control systems.
Experience with remote diagnostic support
Exposure to production support, manufacturing ramp‑up, or end‑of‑line testing.
Working knowledge of statistical analysis tools such as Monte Carlo simulations, Weibull, etc.

Responsibilities

Produce and distribute content to improve diagnostic efficiencies.
Support customer facing support organizations listed above as Tier 3 level of support.
Participate in field failure troubleshooting of customer machine population when TAC needs additional engineering assistance.
Provide FFS based input into establishing functional requirements and performance targets for subsystems, including controls, power, communications, mechanical cleaning, and safety.
Represent engineering as part of cross‑functional teams including Systems, Electrical, Software, Mechanical, Manufacturing, Supply Chain, Quality, Technical Assistance Center, field Service, application and sales organizations, and external vendors.
Communicate technical information clearly to peers, manufacturing partners, and leadership, including non technical colleagues.
Ideate, create, and execute creative solutions to improve diagnosis speed and accuracy to reduce Mean Time To Repair (MTTR).
Champion AI based diagnostic tools.
Participate in the development, maintenance of these tools.
Deploy these tools in a planned rollout.
Champion communication tools to apply information into the field supporting organizations and personnel.
Participate in the development, maintenance of these tools.
Deploy these tools in a planned rollout.
Identify and execute optimizations of systems and subsystems to improve robustness, serviceability, and uptime, yielding increasing Mean Time Between Failures (MTBF).
Actively participate in product and fleet health reviews, providing technical input, and identifying areas of improvement.
Propose requirement set refinement for future New Product Development with design robustness feedback.
Create project charters for design improvements identified through fleet data analysis.
Support Tennant Service in meeting Service Agreement deliverables.
Actively participate in technical education of other Tennant teams to improve business efficiency through reduction of knowledge gaps.
Support development and execution of verification and validation activities to determine and turn on and off root causes to product issues via design of experiments.
Document statistical analysis of data to inform requirements validity.
Participate in design risk assessments using tools such as DFMEA and HARA.
Support product lifecycle by bridging engineering, manufacturing, and service, ensuring designs are practical to assemble, service, and provide business and customer uptime experience objectives.
Own structured problem solving and root cause analysis activities.
Help identify and resolve field presented system‑level integration issues and commuincation of those methods for field replication.