CUSTOMER SUCCESS ENGINEER, WAREHOUSE AUTOMATION

Equipment Depot; Houston (TX); On-site; USD 55,000 - 85,000; Full time

Job summary

Equipment Depot in Houston seeks a Customer Support & Issue Resolution professional to provide technical support after go-live for warehouse automation systems. You will diagnose and resolve issues across ASRS, conveyors, material handling, AGVs, robotics, WCS, and control systems by coordinating with EQ Solutions vendors and suppliers.

You will collaborate with customers to understand problems, serve as the primary post-deployment contact, and assist with on-going project installation and

Responsibilities

• Provide technical support and troubleshooting assistance to customers after Go-live for warehouse automation systems.
• Diagnose and resolve system and equipment issues related to ASRS, conveyor systems, material handling, AGVs, robotics, WCS, and control systems by working with EQ Solutions vendors and suppliers.
• Collaborate with customers to understand issues, identify root causes, and develop effective solutions.
• Act as the primary point of contact for customers for post-deployment inquiries and problems.
• Assist with on-going project installation and commissioning when necessary.
• Ensure customers achieve maximum value from their automation systems by providing timely support and guidance.
• Proactively monitor customer system performance and recommend improvements or optimizations.
• Foster long-term customer relationships by ensuring ongoing satisfaction and system success.
• Work closely with customers to track system performance metrics and ensure operational excellence.
• Work with engineering, product, and technical teams to elevate and resolve complex technical issues.
• Provide feedback from customers to internal teams for continuous product and service improvement.
• Assist in identifying trends in customer issues and contribute to knowledge base or documentation efforts.
• Maintain accurate records of support cases, resolutions, and customer interactions in CRM or support systems.
• Prepare and deliver customer reports detailing system performance, updates, and recommended actions.
• Document troubleshooting steps and solutions for future reference and customer self-service resources.
• Provide training and guidance to customers on the operation, maintenance, and best practices for warehouse automation systems.
• Help customers better understand system features and capabilities to ensure optimal use
• Occasional travel as needed

Job description

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Essential Functions

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Essential Functions Statement(s)

Customer Support & Issue Resolution:

• Provide technical support and troubleshooting assistance to customers after Go-live for warehouse automation systems.
• Diagnose and resolve system and equipment issues related to ASRS, conveyor systems, material handling, AGVs, robotics, WCS, and control systems by working with EQ Solutions vendors and suppliers.
• Collaborate with customers to understand issues, identify root causes, and develop effective solutions.
• Act as the primary point of contact for customers for post-deployment inquiries and problems.
• Assist with on-going project installation and commissioning when necessary.

Customer Success Management

• Ensure customers achieve maximum value from their automation systems by providing timely support and guidance.
• Proactively monitor customer system performance and recommend improvements or optimizations.
• Foster long-term customer relationships by ensuring ongoing satisfaction and system success.
• Work closely with customers to track system performance metrics and ensure operational excellence.

Collaboration With Cross-functional Teams

• Work with engineering, product, and technical teams to elevate and resolve complex technical issues.
• Provide feedback from customers to internal teams for continuous product and service improvement.
• Assist in identifying trends in customer issues and contribute to knowledge base or documentation efforts.

Documentation & Reporting

• Maintain accurate records of support cases, resolutions, and customer interactions in CRM or support systems.
• Prepare and deliver customer reports detailing system performance, updates, and recommended actions.
• Document troubleshooting steps and solutions for future reference and customer self-service resources.

Training & Customer Empowerment

• Provide training and guidance to customers on the operation, maintenance, and best practices for warehouse automation systems.
• Help customers better understand system features and capabilities to ensure optimal use
• Occasional travel as needed