Remote Diagnostics Engineer

: Remote Diagnostics Engineer, Americas region This is a key role for ensuring continuous performance of connected and autonomous cleaning equipment through issue monitoring and ad hoc diagnostics, primarily across the Americas region but within a global setup. The Remote Diagnostics Engineer works closely with local Technical Support functions, Field Service Technicians and external technology partners to monitor, identify and resolve issues related to our global connected and autonomous fleet. An integral part of the role is to interact with R&D, Quality, Global Operations and other functions to support quality management of the floorcare portfolio. In addition to the day-to-day operations, the Remote Diagnostics Engineer acts as a Regional Subject Matter Expert on autonomous cleaning technologies to apply this knowledge in new product development projects, creating new support tools and autonomous service concepts, developing documentation, and training others in connected and autonomous cleaning technologies. As a Remote Support Engineer, your primary tasks will be to:

• Monitor and analyze our fleet of connected machines and autonomous robots daily.
• Looking for hardware/software issues and bugs in connected machines and report them.
• Perform remote troubleshooting of connected machines with technicians in the field.
• Assist in technical analysis of machine failures.
• Software and hardware testing and bug reporting of connected autonomous machines.
• Manage technical escalations end-to-end.
• Collaboration with external technology partners to assist in issue identification and support.
• Support quality management flows (investigation and documentation of issues and resolutions).
• Train Field Service Technicians and local Subject Matter Experts on how to troubleshoot autonomous issues.
• Occasionally travel internationally to assist local troubleshooting if situations require so.

Qualifications:

• Bachelor's degree in electrical, mechanical engineering, computer science or significant equivalent work experience
• 2-3 years' experience in a technical role, preferably technical support
• General knowledge of robotics and robotic systems
• Knowledge with software-controlled machines
• Experience working with GUI engineering and service tools
• Ability to understand and troubleshoot complex systems
• Experienced working in a Linux environment and with terminals, or ability to learn
• Knowledge of electrical systems and can read electrical diagrams
• Experience with databases and how to read/write queries
• Ability to use remote desktop applications for Windows and other environments
• Experience with remote troubleshooting using both software and hardware diagrams and documentation

Personal skills :

• Excellent in providing internal and external support to stakeholders
• Self-starter with ability to see issues through to resolution
• Business acumen and commercial understanding
• Excellent communication skills, presentation and interpersonal skills are required
• Ability to think creatively, is highly-driven and self-motivated.
• Ability to manage multiple tasks at once and keep tasks organized
• Must be able to develop relationships across the organization and working cross- functionally to get results
• Flexible to meet the needs of supporting global service operations across multiple time zones
• Can work in fast changing environments with different severity and priority situations

Location:

• USA, either out of Nilfisk US HQ in Minneapolis or from home
• Willingness to travel occasionally primarily within the Americas region but also globally

Language skills:

• Fluent in English, reading and writing at technical level
• Technical Spanish language skills are an advantage but not required

Let's create a cleaner future together Clean is changing. Today, cleaning is a key contributor to health and safety, and a new clean is emerging, driven by technology and innovation. At Nilfisk we are a driving force in this development, and we work as one team with one agenda, supporting each other across an exciting, dynamic organization. Being part of Nilfisk means having the freedom to speak your mind and do what you do best. You will thrive by having a hands-on approach and the drive to bring your great ideas to life. At Nilfisk you can lead, innovate and collaborate for a cleaner future. Are you ready to make a change? We embrace diversity and equality with an environment of inclusion. We encourage everyone to apply for the position, regardless of origin, race, ethnicity, religion, physical or mental ability, gender, gender-identity or expression, sexual orientation, and age. Nilfisk offers a competitive total compensation package. Benefits include Health, Dental, Vision, Basic and Supplemental Life, Critical Illness and Accident Insurance, Flexible Spending Accounts, Health Savings Account with Company Contribution, 401K with Company Match, Long and Short Term Disability, Employee Assistance Program, Legal Plan, Parental Leave, Paid Vacation and Sick Time, Paid Volunteer Day, Tuition Reimbursement, Wellness Reimbursement, Scholarship opportunities, etc.