Field Support Specialist

This is a fully remote position, open to applicants in New Hampshire.

📋 Description

• Provide on-site technical assistance and support to partners and customers.

• Execute in-field interventions, troubleshooting, and corrective measures.

• Address assigned incident investigations, cases, and reactive support requests.

• Implement corrective actions and proactive on-site interventions.

• Offer support at partner locations and trade shows as necessary.

• Conduct planned interventions, which include installation and commissioning partner support, system upgrades, and quality investigations.

• Deliver escalated support for partners.

• Engage in internal account-related meetings.

• Achieve personal and team KPIs for effective support delivery.

• Create knowledge-base articles to assist partners in troubleshooting and resolving issues.

• Contribute to AutoStore Academy training by sharing expertise and best practices.

• Assist regional repair/depot facilities with system repairs, refurbishments, and spare-parts quality assessments.

• Maintain familiarity with procedures outlined in the Service and Support Specialist Rulebook.

• Collaborate with technical support, technical account management, commercial teams, R&D, and other internal departments.

• Establish trusted relationships with partners and key stakeholders.

• Participate in the on-call support roster as required.

• Travel up to 80%, including overnight and multi-day trips.

• Articulate key aspects of AutoStore technology and business model.

• Utilize analytical thinking to tackle complex challenges.

• Maintain composure under pressure and in uncertain situations.

⛳️ Requirements

• Minimum of 2 years of experience in a hands-on mechanically or electrically focused field support position.

• Proven ability to quickly learn and master complex technical systems.

• Strong skills in both technical problem-solving and customer training.

• Excellent communication and relationship-building capabilities.

• Familiarity with Analytical Tools for KPI Tracking.

• Experience with Field management/CRM tools, preferably SFDC.

• Willingness and capability to travel up to 80% of the time.

• Bachelor's degree in Mechanical Engineering, Robotics, or a related technical field preferred (extensive relevant experience may be considered as a substitute).

• Experience with CRM systems and documenting field activities.

🏝️ Benefits

• Comprehensive Medical, Dental, and Vision coverage.

• Health Savings Account (HSA) with employer contributions.

• Generous Paid Time Off, which includes 12 holidays, paid exercise time, paid volunteer time, and paid parental leave for new parents.

• Retirement 401(k) plan with employer matching and discretionary profit-sharing contributions.

• Educational assistance and professional development opportunities.

• Mentorship and coaching programs with industry leaders.

• Group Life Insurance.

• Optional Additional Life Insurance.

• Disability Insurance.

• Employee Assistance programs.