Key Responsibilities
- Be part of the 24x7 Phone Support Team
- Respond promptly and effectively to incident cases, spare part cases, warranty cases, delivery quality cases, and robot repair cases.
- Attend and actively participate in weekly Technical Support Specialist TSS/TSS Lead meetings to stay updated and contribute insights
- Proactively meet personal and team key performance indicators (KPIs) to ensure efficient support delivery
- Contribute to the knowledge base by writing informative articles to assist partners in troubleshooting and resolving issues
- Maintain a thorough understanding of internal procedures and processes outlined in the Technical Support Specialist Rulebook
- Collaborate closely with internal teams, including Sales, R&D, and others, to ensure readiness for service and support and provide valuable feedback from the support department
- Foster trusted relationships with partners and key stakeholders, ensuring effective communication and problem resolution
- Actively seek new knowledge
- Apply analytical thinking to break down complex problems
- Understand and can explain the key elements of AutoStore technology and business model
- Make relevant knowledge accessible for others
- Uphold a calm mindset when under pressure and in times of uncertainty
- Manage high severity issues and major incidents affecting multiple customers
Skills
- Proficient in mechanical/electrical aspect
- Prioritize customer and partner satisfaction
- Analytical with attention to detail
- Deep understanding of AutoStore technology
- Embrace continuous improvement
- Excellent verbal and written communication
- Thrive under pressure and meet deadlines
- Proactive problem-solving approach
- Willingness to travel as needed
HSE
- Follow HSE standards at all times and keep up to date with revisions
Qualifications
- Able to demonstrate best practice thinking and expertise
- Ideally College or University Educated in a relevant field
- Knowledge of Analytical Tools for KPI Tracking
- Knowledge of Case Tracking Tools
What We Do
Welcome to AutoStore, where we make space and storage simpler! AutoStore™, founded in 1996, is a warehouse robot technology company that invented and continues to pioneer cube storage automation, the densest order-fulfillment solution in existence. Our focus is to marry software and hardware with human abilities to create the future of warehousing. The company is global, with over 950+ systems in 45 countries in a wide range of industries. All sales are distributed, designed, installed, and serviced by a network of qualified system integrators we call "partners". Figuring other industries could benefit from this new cube storage automation concept, Arrow Electronics acquired Hatteland Electronic in 2000. The funding enabled Hatteland Group to invest in AutoStore, and from that moment the commercialization period started. The mature and robust product called AutoStore was to become the backbone of the Hatteland Group and it was ready to conquer the world. In 2021, investment powerhouse SoftBank became an AutoStore shareholder following prior acquisitions by Thomas H. Lee Partners, L.P. and EQT Private Equity. Today, with more than 950 systems and 40,000 robots across 45 countries, AutoStore is poised to continue its aggressive global expansion.
Why Work With Us
AutoStore is positive, strong, and humble community. We started amongst neighbors in a small town in Norway. We believe to treat our neighbors with respect and care. We drive and cherish this community feeling, even as we grow beyond our original borders. Here we provide opportunity, growth, and flexibility to live our best lives!
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