Field Service Engineer


Georgetown, KY or Chelmsford, MA

Job Description


Job Description

We are seeking exceptional and self-motivated individuals to support the AutoGuide Mobile Robots systems – ensuring optimal performance, uptime and reliability of customer operations. The ideal candidate is excited to learn new things and willing to work through the details to get things done. This position will be based in our Georgetown, KY, or Chelmsford, MA locations.

AutoGuide Mobile Robots designs, manufactures and installs the most technically advanced mobile robots with one goal in mind: surpassing customers’ expectations. For more than a decade, AutoGuide has provided maximum value to businesses in manufacturing, warehousing and distribution operations. AutoGuide just launched its MAX-N10, the industry’s most reliable and affordable natural feature guidance tugger. Unlike other mobile robots in the market, AutoGuide used its experience in demanding automotive plants to develop and test the rugged MAX-N10 tugger that can handle nearly any environment – regardless of lighting and constant modification. MAX-N10 moves loads up to 10,000 pounds seamlessly with no magnetic tape or RFID tags required, making installation and modification a breeze.

Summary

The Field Service Engineer to provides highly visible customer support involving the installation, modification, repair and preventative maintenance of AutoGuide’s mobile robotic systems to ensure proper working order. As a Field Service Engineer you will need to isolate and resolve complex issues, and implement corrective actions. As necessary, the Field Service Engineer will assist with the field training of new employees and may receive in-house assignments covering technical support, training, or documentation. This is an end user-facing position working under minimal supervision and requires extensive travel in North America.

Responsibilities

  • Responsible for executing assigned robotic/automation jobs, including onsite installation, troubleshooting, and repair and follow up on service escalations.
  • Seek sales opportunities while ensuring customer satisfaction. Keep accurate records of service calls, maintain inventory of service parts, tools, and test equipment.
  • Services are provided in-house, on-site, and/or via telephone. Travels 70% – 80% to customer sites and other AutoGuide locations in the US, Canada, and Mexico.
  • Provide feedback to design teams as the end user representative; communicating deficiencies, desired updates, and configuration change requests of product. Support BOM development and build process documentation, write/review test procedures and perform testing, support failure review and corrective action implementation.
  • Provide on-the-job training, coaching, and mentoring to other service team members.

Required Qualifications

Bachelor’s Degree in Engineering and 0-2 year of field experience in robotics and automation or an Associate’s Degree in Engineering and 2+ years of field experience in robotics and automation.

  • Strong troubleshooting and analytical skills.
  • Ability to read electrical and controls diagrams.
  • Strong interpersonal and communication skills, oral and written, required.
  • Customer Service fundamentals – the ability to effectively deal with customer complaints.
  • Strong computer skills and experience with PC based systems and information technologies.
  • Ability to lift up to 50 pounds.
  • Must be available and willing to travel in North America as needed and be available for specific emergency on-call work. Depending upon business needs travel can vary greatly to as high as 80% of the time.
  • Must have a valid driver’s license, good driving record, qualified to obtain a credit card for expenses and able to obtain a valid passport for the term of employment.


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