Technical Support Specialist (24x7)

Key Responsibilities

• Be part of the 24x7 Phone Support Team
• Respond promptly and effectively to incident cases, spare part cases, warranty cases, delivery quality cases, and robot repair cases.
• Attend and actively participate in weekly Technical Support Specialist TSS/TSS Lead meetings to stay updated and contribute insights
• Proactively meet personal and team key performance indicators (KPIs) to ensure efficient support delivery
• Contribute to the knowledge base by writing informative articles to assist partners in troubleshooting and resolving issues
• Maintain a thorough understanding of internal procedures and processes outlined in the Technical Support Specialist Rulebook
• Collaborate closely with internal teams, including Sales, R&D, and others, to ensure readiness for service and support and provide valuable feedback from the support department
• Foster trusted relationships with partners and key stakeholders, ensuring effective communication and problem resolution
• Actively seek new knowledge
• Apply analytical thinking to break down complex problems
• Understand and can explain the key elements of AutoStore technology and business model
• Make relevant knowledge accessible for others
• Uphold a calm mindset when under pressure and in times of uncertainty
• Manage high severity issues and major incidents affecting multiple customers

Skills

• Proficient in mechanical/electrical aspect
• Prioritize customer and partner satisfaction
• Analytical with attention to detail
• Deep understanding of AutoStore technology
• Embrace continuous improvement
• Excellent verbal and written communication
• Thrive under pressure and meet deadlines
• Proactive problem-solving approach
• Willingness to travel as needed

HSE

• Follow HSE standards at all times and keep up to date with revisions

Qualifications

• Able to demonstrate best practice thinking and expertise
• Ideally College or University Educated in a relevant field
• Knowledge of Analytical Tools for KPI Tracking
• Knowledge of Case Tracking Tools