Innovation Support Engineer

UniFirst•Wilmington, MA

11d•$95,000 - $114,000

About The Position

Join UniFirst Corporation as an Innovation Support Engineer! Are you ready to be part of a growing, forward-thinking, and dynamic Engineering department that values creativity, problem-solving, and continuous improvement? UniFirst Corporation is currently seeking a full-time Innovation Support Engineer to join our expanding and high-performing Innovation Engineering Team. As an Innovation Support Engineer, your responsibilities will go beyond day-to-day support. You will play an active role in the successful planning and execution of a variety of Innovation Engineering projects. This role is ideal for someone who thrives in a fast-paced, hands-on, and innovative environment. At UniFirst, you will have the opportunity to explore new ideas, apply your skills to real-world challenges, and contribute to projects that advance operational excellence. If you are driven by problem-solving, continuous learning, and emerging technologies such as AI, vision systems, robotics, and RFID, this position offers a strong platform for career growth.

Requirements

Bachelor’s Degree preferred in Engineering or IT
3 - 5 years’ experience working in Engineering or IT
Strong understanding of ITIL and Incident Management practices
Experience writing database queries, specifically MS SQL
Experience with Agile project management framework, specifically Scrum
Interpersonal and organizational skills with a strong attention to detail
Strong leadership and communication skills that encourage strategic thinking, innovation, and action
Ability to work independently with minimal supervision (self-starter) and to be able to work well with a team for a common goal
Excellent written and oral communication and presentation skills, as well as experience with strategic planning, project planning and implementation
Ability to think both abstractly and analytically, with an emphasis on problem-solving
Ability to gather and interpret relevant data and information from a variety of sources, often requiring research skills and creativity
Proficient with MS Office Suite (Word, PowerPoint, Excel, Outlook, SharePoint, Teams, OneNote, OneDrive, Visio)
Ability to work calmly and constructively under pressure and meet deadlines
Ability to convey necessary information accurately, listen effectively and ask questions where clarification is needed
Ability to follow instructions and respond to upper managements’ directions accurately
Demonstrate accuracy and thoroughness. Looks for ways to improve and promote quality and monitors own work to ensure quality is met

Nice To Haves

Experience managing projects including implementation of new systems and processes is preferred
Experience supporting HMI/SCADA systems is a plus
Experience working within geographically distributed teams a plus

Responsibilities

Provide timely and professional technical support via email, phone, chat, and remote tools
Assist in developing AI-powered automated tools to monitor systems, detect anomalies, and resolve issues before they escalate
Diagnose and troubleshoot hardware, software, system and integration issues across a range of laundry automation equipment, controls systems and applications
Guide UniFirst Team Partners through step-by-step solutions, ensuring high levels of satisfaction and engagement through the support process
Collaborate with Engineering, Production and IT to escalate and resolve complex or recurring issues
Document issues, resolutions, and customer interactions in the UniFirst Service Management platform
Contribute to the creation and maintenance of knowledge base articles, FAQs, and technical documentation
Identify patterns in support requests and provide feedback for product improvements or bug fixes
Develop and conduct training and instruction for Engineering and Operations Team Partners on equipment utilization, operating systems and various custom-built software applications
Ensure timely user notification of maintenance requirements and effects on system availability
Provide after-hours support as needed (depending on team structure)
Stay up to date with product updates, system changes, and new features for Engineering specific applications and systems
Work with Engineering and Production Management Teams to gather feedback on automation software applications and if change is desired, define complete and accurate requirements, utilize analytical and communication skills to obtain buy-in, interface with our Engineering Development Team for testing and schedule timely deployments
Support various Innovation Engineering projects by conducting site assessments, overseeing equipment/system installations and completing required configurations.