Field Service Engineer

The Service Engineer is a critical part of the support team who is responsible for the on-going 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 tasks

Support active customer sites with the objective to achieve the highest level of system availability and stability as possible.

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.

Help support the customer during the post-handover ramp-up period of a project.

Travel to project sites, sometimes for about a week in one trip. Total travel estimate is 60-70%.

Your profile