Field Service Engineer

Kardex Remstar; Cincinnati (OH); On-site; USD 60,000 - 90,000; Full time

Job summary

Kardex Remstar is seeking a Service Engineer to support AutoStore installations and customer sites with a focus on system availability and reliability. You will perform preventive maintenance, commissioning, and on-site troubleshooting, while delivering user training and clear technical documentation.

This customer-facing role requires strong communication and technical skills, with periodic travel and potential after-hours coverage to meet customer needs and ensure high satisfaction.

Qualifications

• Strong communication, customer service, technical, organizational and troubleshooting skills.
• Willingness to travel 30-40% to project sites.
• Customer-facing role requiring professional demeanor and problem-solving abilities.

Responsibilities

• Support active customer sites to maximize system availability and stability.
• Perform preventive maintenance, commissioning and testing of the AutoStore system.
• Troubleshoot issues remotely and on-site at customer locations; document resolutions.
• Create detailed SOPs and best-practice guides for internal and external teams.
• Provide initial and ongoing training for customer end users and maintenance staff.
• Support during ramp-up phases of projects and participate in on-call rotations.
• Travel to project sites, sometimes for about a week per trip.

Skills

Customer service

Troubleshooting

Technical knowledge

Communication

Job description

The Service Engineer is a critical part of the support team who is responsible for the ongoing support of active customer sites. He/she will conduct preventive maintenance, resolve technical issues remotely and at customer sites, lead training efforts, and perform commissioning and testing of the AutoStore system. Support will be focused on the AutoStore product but could include additional third-party systems and integrations based on the specific customer site.This is a customer-facing position. The candidate will need strong communication, customer service, technical, organizational, and troubleshooting skills. This position is key to maintaining high levels of customer satisfaction and fostering strong customer relationships, which is vital to our overall business success.Your tasksSupport active customer sites with the objective to achieve the highest level of system availability and stability as possible.Occasionally perform commissioning and testing of all hardware and software aspects of the AutoStore system prior to handover to the customer.When a customer support event occurs, this role supports through troubleshooting and resolution of issue(s) both remotely through our ticketing system and on-site at the customer’s location.Create detailed documentation to inform internal and external contacts of best practices, standard operating procedures, and issue-resolution techniques.Provide initial and as-needed training for customer end users and maintenance personnel on the AutoStore and any Kardex-supplied subsystems.Occasionally support the customer during the ramp-up period of a project.This role may require working outside standard business hours, including late nights or weekends, to accommodate customer needs and ensure system availability. As well as support an on call rotation.Travel to project sites, sometimes for about a week in one trip. Total travel estimate is 30-40%Your profile