Technical Support Specialist

Technical Support SpecialistAutoStore™ holds a simple yet powerful vision: to store and move things for everyone, everywhere. Founded in Norway, we've grown into a global technology company. AutoStore uses advanced software to automate and orchestrate order fulfillment. Our goal is to ensure orders arrive faster than ever, with minimal environmental impact. That's how we help brands exceed customer expectations.We have more than 1600 systems in nearly 60 countries, and we grow continuously as a community of employees, partners, customers, suppliers, and connected technologies. Automation should make life easier, and by listening carefully to our community, we innovate to meet the industry's most complex needs. With AutoStore™, brands gain speed, efficiency, and improved workplaces. And much more floor space.AutoStore – moving things forward.The Role:As a Technical Support Specialist, your key role is to provide technical assistance and support to our partners. You'll be the expert they rely on for troubleshooting and resolving any issues they encounter. Your dedication to proactive problem-solving and ensuring partner satisfaction is essential for maintaining strong relationships and driving success within our partner network.Key Tasks and Responsibilities:Respond promptly and effectively to incident cases, spare part cases, warranty cases, delivery quality cases, and robot repair cases.Provide on-site support to partners and trade shows as needed, demonstrating proficiency in all AutoStore modulesAttend and actively participate in weekly Technical Support Specialist TSS/TSS Lead meetings to stay updated and contribute insightsProactively meet personal and team key performance indicators (KPIs) to ensure efficient support deliveryContribute to the knowledge base by writing informative articles to assist partners in troubleshooting and resolving issuesServe as an instructor in AutoStore Academy trainings, sharing expertise and best practices with partnersMaintain a thorough understanding of internal procedures and processes outlined in the Technical Support Specialist RulebookCollaborate closely with internal teams, including Sales, R&D, and others, to ensure readiness for service and support and provide valuable feedback from the support departmentFoster trusted relationships with partners and key stakeholders, ensuring effective communication and problem resolutionActively seek new knowledgeApply analytical thinking to break down complex problemsUnderstand and can explain the key elements of AutoStore technology and business modelMake relevant knowledge accessible for othersUphold a calm mindset when under pressure and in times of uncertaintyWork weekend shifts and participate in our on-call rotation.Expect to regularly travel 10%-20% of the timeKey Qualifications:1+ years of experience in a hands-on mechanically or electrically focused technical environmentBachelor's degree in Mechanical Engineering, Robotics, or related technical discipline preferred (extensive relevant experience may substitute)Demonstrated ability to quickly master complex technical systemsStrong aptitude for both technical problem-solving and customer trainingExcellent communication and relationship-building skillsWillingness and ability to travel 10-20% of the timeWe Offer:AutoStore believes in taking care of employees and is dedicated to providing a supportive and rewarding work environment. Join us in our mission to store and move things for everyone, everywhere.Comprehensive Medical, Dental, and Vision plansHealth Savings Account (HSA) with a company contributionGenerous Paid Time Off including 12 holidays, paid exercise time, paid volunteer time, and paid parental leave plans for all new parentsRetirement 401(k) plan with employer match and discretionary profit sharing contributionEducational assistance and professional development programs including mentorship/coaching programs with external industry leadersAdditional benefits include Group Life Insurance, Voluntary Additional Life Insurance, Disability Insurance, Employee Assistance programs, and more!AutoStore is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, pregnancy-related conditions, and lactation), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances.