Technical Advisor I

Overview

Perform a variety of support activities in the technical support function, including engineering liaison from the field and escalation/troubleshooting assistance. Service Group TA occasionally travels to customer’s facilities and supports the Installation Group when warranted. Must be prepared to travel domestically and internationally (need current passport) for weeks at a time. Develop service strategies for new product designs. Above average customer interface skills. Be available to support after-hours (24X7) call center calls.

Responsibilities

Responsible for providing software technical support and troubleshooting to company field engineers, technicians and Customers. Assess and respond to situations where stated procedures have failed while upgrading or rebuilding software on problematic equipment. May need assistance from TA lead.

Initiate and drive Alpha, Pre-Beta, and Beta Tests for Continuous Improvement Project (CIP) programs and equipment upgrades. Provide analysis of data and drive process and product improvements.

Report design, reliability, and maintenance problems to engineering. Provide information and liaison support between the field and Daifuku – Japan (DFKJ) Engineering Dept with assistance from TA lead. Experience in writing QA policies and procedures.

Represent company in dealings with customer to ensure customer’s satisfaction in escalated situations.

Qualifications

Must possess excellent communication skills with ability to speak with clarity and interface effectively with customers and peers.

Requires excellent systematic troubleshooting skills, judgment, and problem solving skills to resolve diverse projects with ability to handle problems independently and implement corrective action.

Displays broad-based customer focus and commitment to resolve problems and make decisions based upon the priority of the of the problem in relation to business needs

Must be available to travel as needed and be available for specific emergency call-in work.

Requires comprehensive knowledge of basic computer language and commands.

Must be able to work weekends and holidays.

Must follow safety guidelines established for work area and wear protective clothing when exposed to hazardous materials. Conform at all times to customer’s safety and cleanliness policies to maintain a safe and clean work environment.

Will need to follow and understand posted work rules and procedures.

Requires above average good communication skills verbal and in writing interfacing effectively with customers.

Bilingual, ability to speak and/or read Japanese is considered a plus. Emergency situations may require contacting Japan directly to get support from them. Also required to provide status reports on a regular basis to Japan

EDUCATION

• BS degree, technical education, or equivalent work experience required with three to five years related experience.

• Level 4 proficient.

KNOWLEDGE &

Special Skills:

Network Knowledge Proficient

Network Protocol

Network Hardware

Computer knowledge

Familiar with computer architecture

Able to access computer functions

Able to isolate and replace components boards, when necessary.

Software Knowledge Proficient

Software Operation (Beneficial to have software development skill)

Software Type: Any software

Familiarity with AMHS software, considered a plus

Software trouble shooting, considered a plu

Operating System Knowledge Proficient

QNX Unix experience

Windows OS skill

Computer Skills

Microsoft Office (Word, Excel, Power Point and Outlook)

LIMITATIONS AND DISCLAIMER

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required for the position.

All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws.

Requirements are representative of minimum levels of knowledge, skills, and/or abilities. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently. Continued employment remains on an “at-will” basis.

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