Technical Support Specialist, Mechatronics and Sustainable Packaging - Join arenaflex's Innovative Team

Are you a problem-solver with a passion for innovation and teamwork? Do you thrive in fast-paced environments where no two days are the same? If you're inspired by the prospect of working with cutting-edge robotics and software to transform customer experiences, then you're in the right place. arenaflex is a dynamic and forward-thinking organization that's revolutionizing the way we approach fulfillment and transportation network challenges. We're seeking an experienced Technical Support Specialist to join our Mechatronics & Sustainable Packaging Customer Experience (MSP CX) Technical Incident Management and Engineering (TIME) team.

About arenaflex

arenaflex is a pioneering company that's harnessing the power of robotics and software to drive real-world change. Our team of passionate innovators is dedicated to applying cutting-edge advances in technology to solve complex challenges and transform customer experiences. With a focus on sustainability and efficiency, we're committed to creating a better future for our customers, employees, and the environment.

The MSP CX TIME Team

Our Mechatronics & Sustainable Packaging Customer Experience (MSP CX) Technical Incident Management and Engineering (TIME) team is at the forefront of arenaflex's innovation efforts. We're responsible for providing top-notch support to internal fulfillment and transportation network customers who rely on advanced robotics technology to fulfill and ship customer orders. As a Technical Support Specialist on our team, you'll work closely with hardware engineers, regional support managers, operations leaders, and site-level maintenance teams to maximize the performance of advanced robotics systems.

Key Responsibilities

As a Technical Support Specialist on the MSP CX TIME team, you'll be responsible for:

• Developing a deep technical and functional subject matter expertise in mechatronics and sustainable packaging
• Handling escalations, diagnosing, and resolving complex issues related to mechanical, electrical, and control systems
• Managing problems escalated from sites, developing metrics and software tools to proactively monitor system performance, push threshold-based alerts, and produce daily, weekly, and monthly reports
• Developing and implementing standard operating procedures and feedback mechanisms to ensure the MSP CX team is constantly gathering customer feedback and using that feedback to improve service
• Providing remote technical support for escalated issues involving industrial automation systems
• Assisting local maintenance teams in diagnosing and troubleshooting mechanical, electrical, and control system problems and guiding them through standard repairs
• Offering programming and configuration support for new installations of critical system components
• Ensuring meticulous maintenance and continuous updating of internal documentation repositories, detailing all troubleshooting processes and repair activities
• Documenting and analyzing new or unique issues encountered in the field, delivering detailed reports to engineering teams for further investigation and resolution
• Efficiently managing multiple escalations simultaneously, ensuring timely and effective resolution in a fast-paced environment
• Participating in a 24/7 on-call rotation to provide continuous support and ensure rapid response to critical issues as they arise

Requirements

To be successful in this role, you'll need:

• A Bachelor's degree in Engineering (Mechanical, Electrical, Industrial, or related field)
• 5+ years of experience in a controls engineering or support role, with a strong background in industrial automation
• Extensive knowledge of PLC's, VFD's, and/or EOAT's, related robotic system components, and integrated control architectures
• Excellent analytical and problem-solving skills with understanding of the interplay between mechanical, electrical, and control systems
• Strong verbal communication skills, capable of effectively guiding and instructing teams from a remote position
• Strong technical writing skills and ability to articulate complex technical subjects to various stakeholder audiences
• Demonstrated ability to work independently, managing and prioritizing multiple escalations efficiently

Preferred Qualifications

While not required, the following qualifications would be a plus:

• Previous experience in a remote technical support role, providing guidance and troubleshooting for complex automation systems
• Previous experience managing vendor relationships
• Previous experience developing and delivering in-depth product support training
• Previous experience with thermal printing technology, barcode scanning systems, and laser measurement devices
• Familiarity with specialized conveyor systems, including diverter mechanisms and high-speed sorting
• Professional certifications in industrial automation or related fields (e.g., Siemens, Rockwell Automation, FANUC)
• Knowledge of industry safety standards and protocols relevant to industrial automation and machinery
• Previous experience with AWS services such as Amazon Cloudwatch

What We Offer

As a Technical Support Specialist on the MSP CX TIME team, you'll enjoy:

• A competitive salary range of $81,400/year to $182,000/year, depending on location and experience
• A comprehensive benefits package, including medical, financial, and other perks
• Opportunities for professional growth and development in a dynamic and innovative organization
• A collaborative and supportive work environment with a team of passionate innovators
• The chance to work on cutting-edge projects that will transform customer experiences and drive real-world change

How to Apply

If you're a motivated and experienced Technical Support Specialist looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you! Apply Now! Apply for this job