CUSTOMER SUCCESS ENGINEER, WAREHOUSE AUTOMATION (33123)

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 escalate 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

SKILLS & ABILITIES

Education: Bachelor's degree in Engineering, Computer Science, Logistics, Supply Chain, or a related field, or equivalent work experience.

Experience:

Technical Skills:

• Strong understanding of warehouse automation systems including ASRS, conveyor systems, material handling, AGVs, robotics, WCS, and controls.
• Experience with troubleshooting, configuration, and integration of automated systems.
• Familiarity with PLCs, SCADA systems, and industrial controls.
• Knowledge of system integration protocols, such as Ethernet/IP, Modbus, and other industrial communication standards.
• Understanding of software and hardware in warehouse automation environments.

Customer Success / Support Skills:

• Proven experience in customer support or technical support roles, ideally in warehouse automation or related industries.
• Excellent problem-solving skills and the ability to diagnose and resolve technical issues effectively.
• Strong verbal and written communication skills, with the ability to explain complex technical concepts to non-technical stakeholders.
• Empathetic and customer-centric attitude with a focus on delivering high-quality service and building long-term relationships.

Computer Skills: Basic knowledge and abilities of Microsoft Office products

Other Requirements:

Soft Skills:

• Ability to work independently and as part of a team.
• Strong organizational and time-management skills.
• Adaptable and able to handle multiple tasks in a fast-paced environment.

WORK ENVIRONMENT

Work environment varies from office to job site to industrial locations

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

The Company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the Company reserves the right to change this job description and/or assign tasks for the employee to perform, as the Company may deem appropriate.