The Role

The Advanced Customer Engineer (ACE) will be responsible to offer technically advanced support to a wide range of Logistics front line service providers. Possessing advanced and in-depth knowledge, the ACE will define and demonstrate technical best practices, provide the highest levels of both time-sensitive and high-touch support, as well as proactive competence development of direct and indirect employees, contract service providers and customers. Often engaged in time sensitive or operationally critical situations, the ACE is responsible to technically support our field service resources and drive timely resolution of situations and reduce the need for additional field resource deployments. The ACE should subsequently identify competence and knowledge gaps in our field service team, analyze product, training and technical omissions in logistics solution delivery, and propose methods and support to drive internal technical efficiency improvements and increase consistency of performance. The ACE will identify installation and commission standards for logistics solutions for internal and external use, assist in driving procedure development to increase confidence in the competence of internal and external service partners.

Additionally, the ACE identifies opportunities that allow field deployment or subsequent support activities to become revenue generating in conjunction with Sales and Project Management.

Responsibilities

·       Provide real time support for to resolve complex issues in creative and effective ways to support delivery of project profitability targets

·       Deliver escalation support, utilizing in-depth evaluation of variable aspects in post project / sales support environments

·       Provide rapid response, physical deployment options to complex or escalating projects/issues, often with short term notice

·       Document Technical Notes / “How-To’s” for identified technical subjects

·       Develop training materials and content for installation and maintenance service resources (internal and external)

·       Ensure timely communications with customers on status, as well as updates to all internal stakeholders

·       Travel to sites as needed for task execution described for this position. Extended travel periods may be required during the commissioning and acceptance phase of each project, or through peak volume business periods

·       Provide training to field service team and partner. Organize mentorship & certification activities for partner engineers.

Knowledge, Skills, and Abilities

·       Experience with computer or PLC programming

·       Ability to sort through competing priorities, anticipate risks and develop effective mitigation actions

·       Understand basics of 2D Machine Vision principals such as optics and lighting.

·       Understand the basics of 3D Machine Vision.

·       Basic understanding of line-scan technology.

·       Basic understanding of 1D and 2D barcode technologies and related software to configure ID systems.

·       Basic understanding of serial and ethernet communication and troubleshooting 

·       Strong customer focus, attention to detail, fast acting, excellent communicator and self-driving mentality

·       Available to travel up to 50%, should be willing to travel on short notice

Minimum education and work experience required:

·       Relevant industry background, electrical automatic, machine vision or logistics

·       At least 2 years field commissioning experience.

·       Bachelor’s degree in Engineering or Computer Science

·       Workable English skill