Field Service Engineer

US9 Kardex Solutions LLC; United States; On-site; USD 55,000 - 90,000; Full time

Job summary

US9 Kardex Solutions LLC is seeking a proactive Customer Support Engineer to keep AutoStore systems highly available and stable for customer sites. You will troubleshoot issues, perform remote support and on-site visits as needed, and contribute to commissioning and testing of hardware and software before handover.

You will document best practices, provide end users training, and assist during ramp-up periods.

Responsibilities

• Support active customer sites to maximize system availability and stability.
• Perform commissioning and testing of AutoStore hardware and software prior to handover.
• Troubleshoot and resolve issues remotely via ticketing system and on-site at customer locations.
• Create detailed documentation on best practices, SOPs, and issue-resolution techniques.
• Provide initial and on-demand training for end users and maintenance personnel.

Job description

Support 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. Travel to project sites, sometimes for about a week in one trip. Total travel estimate is 30-40%

Your tasks

Support 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. Travel to project sites, sometimes for about a week in one trip. Total travel estimate is 30-40%

Your profile

Working with Kardex Automated storage solutions are high-tech. The basis for this is our genuine high-quality work from our own production sites, the skills of our specialists in planning, production, and assembly, as well as the innovative spirit of our engineers from research and development. For years, we have been developing solutions in the areas of Industry 4.0 and digitalization to offer our customers an excellent all-around service.