Technical Advisor I

Daifuku•Hutto, TX

About The Position

The Technical Advisor I performs technical-support activities, including field engineering liaison, escalation and troubleshooting assistance, and occasional customer-site travel. The role supports the Installation Group when needed and requires readiness for domestic and international travel for weeks at a time, with a current passport. The advisor develops service strategies for new product designs, interfaces with customers, and supports after-hours 24X7 call-center calls. The position provides software technical support to field engineers, technicians, and customers; handles situations in which established procedures fail during software upgrades or equipment rebuilds; and may consult a Technical Advisor lead. It also initiates and drives Alpha, Pre-Beta, and Beta tests for Continuous Improvement Project programs and equipment upgrades, analyzes test data, and drives process and product improvements. The advisor reports design, reliability, and maintenance issues to Engineering and provides liaison support between the field and Daifuku–Japan Engineering, including regular status reporting to Japan. The role represents the company in escalated customer situations to help ensure customer satisfaction.

Requirements

Excellent communication skills, including clear verbal communication and effective written and customer-facing communication.
Excellent systematic troubleshooting, judgment, and problem-solving skills, with the ability to handle diverse problems independently and implement corrective action.
Broad-based customer focus and commitment to resolving problems and making decisions according to business priorities.
Availability to travel as needed, including domestic and international travel for weeks at a time; a current passport is required for travel.
Availability for specific emergency call-in work and after-hours support.
Ability to work weekends and holidays.
Comprehensive knowledge of basic computer languages and commands.
Ability to follow work rules, procedures, and safety requirements.
BS degree, technical education, or equivalent work experience, with three to five years of related experience.
Level 4 proficiency.
Proficient network knowledge, including network protocols and hardware.
Computer knowledge, familiarity with computer architecture, ability to access computer functions, and ability to isolate and replace component boards when necessary.
Proficient software knowledge and software troubleshooting skills.
Proficient operating-system knowledge, including QNX Unix experience and Windows OS skills.
Microsoft Office skills, including Word, Excel, PowerPoint, and Outlook.

Nice To Haves

Ability to speak and/or read Japanese.
Software development skills.
Familiarity with AMHS software.
Software troubleshooting experience.

Responsibilities

Provide software technical support and troubleshooting to company field engineers, technicians, and customers.
Assess and respond when established procedures fail during software upgrades or equipment rebuilds; seek assistance from the TA lead as needed.
Initiate and drive Alpha, Pre-Beta, and Beta tests for Continuous Improvement Project programs and equipment upgrades.
Analyze test data and drive process and product improvements.
Report design, reliability, and maintenance problems to Engineering.
Provide liaison and information support between the field and Daifuku–Japan Engineering, with assistance from the TA lead, and provide regular status reports to Japan.
Represent the company in escalated customer dealings to ensure customer satisfaction.
Develop service strategies for new product designs.
Support the Installation Group when warranted and provide after-hours support for 24X7 call-center calls.
Follow work-area safety guidelines, wear protective clothing when exposed to hazardous materials, and comply with customer safety and cleanliness policies.
Follow posted work rules and procedures and perform other job-related duties as requested by a supervisor.