Field Support Specialist

AutoStore™ • Salem, NH

1d • Onsite

About The Position

AutoStore™ holds a simple yet powerful vision: to store and move things for everyone, everywhere. Founded in Norway, we've grown into a global technology company. AutoStore uses advanced software to automate and orchestrate order fulfillment. Our goal is to ensure orders arrive faster than ever, with minimal environmental impact. That’s how we help brands exceed customer expectations. We have more than 1600 systems in nearly 60 countries, and we grow continuously as a community of employees, partners, customers, suppliers, and connected technologies. Automation should make life easier, and by listening carefully to our community, we innovate to meet the industry’s most complex needs. With AutoStore™, brands gain speed, efficiency, and improved workplaces. And much more floor space. AutoStore – moving things forward.

As a Field Support Specialist, your role is to provide in-field technical assistance and support to our partners and customers. You'll be the expert they rely on for in-field interventions, troubleshooting and execution of corrective actions. Your dedication to proactive problem solving and ensuring partner/customer satisfaction is essential for maintaining strong relationships and driving success across the network of AutoStore installations.

Travel for this role is up to 80%.

Requirements

• 2+ years of experience in a hands-on mechanically or electrically focused field support role
• Demonstrated ability to quickly master complex technical systems
• Strong aptitude for both technical problem-solving and customer training
• Excellent communication and relationship-building skills
• Knowledge of Analytical Tools for KPI Tracking
• Experience of Field management/CRM tools – SFDC a preference.
• Willingness and ability to travel up to 80% of the time

Nice To Haves

• Bachelor's degree in Mechanical Engineering, Robotics, or related technical discipline preferred (extensive relevant experience may substitute)

Responsibilities

• Respond promptly and effectively to assigned cases (incident investigations/cases and reactive support requests, completing corrective measures, proactive on-site interventions and priority site support.
• Provide on-site support to partners and trade shows as needed, demonstrating proficiency in all AutoStore modules.
• Provide on-site planned interventions (Installation and commissioning partner support, system upgrades and quality investigations), escalated support for Partners when identified
• Attend and actively participate in all internal account related meetings, to stay updated and contribute insights
• Proactively meet personal and team key performance indicators (KPIs) to ensure efficient support delivery
• Contribute to the knowledge base by writing informative articles to assist partners in troubleshooting and resolving issues
• Support AutoStore Academy training, sharing expertise and best practices with partners
• Support regional repair/depot facility regarding system repairs, refurbishments and spare parts quality review.
• Maintain a thorough understanding of internal procedures and processes outlined in the Service and Support Specialist Rulebook
• Collaborate closely with internal teams, including technical support, Technical account management, Commercial, R&D, and others, to ensure readiness for service and support and provide valuable feedback from the support department.
• Foster trusted relationships with partners and key stakeholders, ensuring effective communication and problem resolution
• Apply analytical thinking to break down complex problems
• Understand and can explain the key elements of AutoStore technology and business model
• Uphold a calm mindset when under pressure and in times of uncertainty
• Participation in the on-call support Rota, as required.
• Up to 80% travel, often requiring overnight and multi-day trips.
• Experience with CRM, documenting field activities (e.g. Service reports, parts consumption)

Benefits

• Comprehensive Medical, Dental, and Vision plans
• Health Savings Account (HSA) with a company contribution
• Generous Paid Time Off including 12 holidays, paid exercise time, paid volunteer time, and paid parental leave plans for all new parents
• Retirement 401(k) plan with employer match and discretionary profit sharing contribution
• Educational assistance and professional development programs including mentorship/coaching programs with external industry leaders
• Group Life Insurance, Voluntary Additional Life Insurance, Disability Insurance, Employee Assistance programs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level