PRODUCT SUPPORT TECHNICIAN

ST Engineering Aethon, Inc.; Pittsburgh, Reisterstown (Allegheny County, MD); On-site; USD 40,000 - 70,000; Full time

Job summary

An innovative robotics company is seeking a Product Support Technician to provide exceptional Tier II technical support. This role involves diagnosing issues, managing service events, and ensuring customer satisfaction with cutting-edge robotic systems. The ideal candidate will possess strong technical and analytical skills, along with excellent communication abilities. Join a forward-thinking team that is transforming the healthcare and hospitality industries through advanced robotics and AI solutions. If you are passionate about technology and customer service, this opportunity is perfect for you.

Benefits

Partial Cell Phone Bill Reimbursement

Flexible Work Shifts

Professional Development Opportunities

Qualifications

• 1-3 years of technical customer service experience.
• Proficient in Linux/Unix and network communications.

Responsibilities

• Provide Tier II technical support for customer sites.
• Diagnose issues and implement solutions for product systems.
• Maintain communication with clients for proactive problem resolution.

Skills

Linux/Unix

Technical Documentation

Network Communications Technology

Technical and Analytical Skills

Interpersonal Skills

Robotic Integration

Workflow Process Optimization

Automation

Education

Associate Degree in IT-related Field

Job description

Product Support Technician

ST Engineering Aethon, Inc is a forward-thinking robotics company dedicated to revolutionizing the healthcare and hospitality industries through cutting-edge innovations. Specializing in advanced robotics and AI solutions, Aethon Inc designs and develops state-of-the-art autonomous mobile robots that optimize efficiency, enhance productivity, and redefine the way businesses operate in today's rapidly evolving technological landscape.

Aethon endeavors to make our Careers page accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us via email at [e-mail] or call 412-322-2975 - ext. 160

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Role Overview

The Product Support Technician is responsible for Tier II technical support for Aethon customer sites for all product systems. This position is located at our corporate office in Pittsburgh, PA. This role offers an exciting opportunity for someone looking to apply their technical and customer service experience in the robotics industry.

Key Responsibilities

1. Maximize customer satisfaction and value from our products.
2. Diagnose problem causes and implement solutions for final resolution.
3. Track service issues with the Helios database through a ticket system.
4. Maintain high levels of communication with all levels of client interaction to ensure proactive, solution-oriented problem identification and resolution.
5. Determine if hardware needs replacement and manage the service event, collaborating with external and internal resources.
6. Identify and submit part requests for service events, installation support, distributors, and other departments.
7. Work with developers, engineering, and quality assurance on issues that need escalation or further analysis.

Minimum Job Requirements

Education/Training

• Associate degree in an IT-related field.
• 1-3 years of technical customer service experience.

Specialized Knowledge/Skills

• Proficient in Linux/Unix.
• Ability to follow, update, and create technical documentation.
• Understanding of network communications technology - Internet, Intranet, VPN, TCP/IP, Ethernet, etc.
• Strong technical and analytical skills.
• Excellent interpersonal and communication skills.
• Experience with robotic integration and workflow process optimization.
• Automation experience is a plus.

Other Requirements

• Reliable transportation to and from work site.
• Cell phone (phone bill will be partially reimbursed).
• Willingness to work shifts, including mornings, evenings, weekends, and some holidays.
• Travel to customer sites as needed.
• Professional appearance and good communication skills.