Help Desk Engineer

POSITION SUMMARY :

Fives Intralogistics Corp. is seeking an experienced and self-motivated service professional to join our team to play an instrumental role in serving our customers and supporting the Services business as part of our company growth strategy. The Field Service Technician is responsible for supporting the technical service operations segment for the Services business with a primary skillset in Electro / Mechanical. This position will provide a variety of services and support for the business unit such as Customer Care, Field Service Activities, Emergency Onsite Intervention Support, Spare Parts, Retrofit Projects, and Training. This position will also support the Helpdesk Team as an occasional participant in the On-Call rotation.

CHARACTER QUALIFICATIONS :

1.    Integrity – Is open, honest, and committed to giving the straight story every time – even when not good.

2.    Ownership – Takes full, personal, individual, responsibility for their actions and work.

3.    Innovation – Creates a culture of relentless improvement of products and processes to make every day better.

4.    Service – Serves our clients, families, communities, and most of all, our people who are empowered to and safe in making decisions and taking actions that dare to make us better.

ESSENTIAL DUTIES & RESPONSIBILITIES :

1.    Executes objectives to measurable performance standards for meeting service-related goals that drive continuous improvement.

2.    Perform minor repair and maintenance of MHE including belt tracking, component adjustment / replacement, etc. as part of the onsite activities.

3.    Knowledgeable of electrical test equipment for troubleshooting electrical circuitry.

4.    Ready, willing, and able to deploy for various field service and on-site services for customers including site intervention and repair, troubleshooting, inspections, maintenance, emergency intervention, support escalation, and other service deliverables.

5.    Assists as needed with the delivery and execution of product retrofits, system enhancements, and warranty repairs for Services projects and programs.

6.    Ensures courteous, timely, and effective completion and resolution of service tickets related to incoming customer requests and / or inquiries through the Fives Helpdesk.

7.    Provides top of class support with technically related issues by providing resolution feedback to internal and external stakeholders, including customers.

8.    Assists with the developing and implementation of procedures and processes that lead to a highly effective, consistent, and efficient Technical Support and Helpdesk service.

9.    Acquire a strong technical autonomy across the Fives MHE product landscape which includes but is not limited to Singulators, Linear Sorters, Cross-Belt Sorters, Metering, etc.

10.    Demonstrates continuous improvement through annual equipment training participation and completion, as well as industry standard safety training (OSHA-10, and LOTO training).

11.    Participates regularly for team meetings according to business unit communication rhythm to ensure optimal collaboration of issues, ideas, barriers, progress, and performance while advising and counseling subordinates in areas of concern.

12.    Performs basic PLC related tasks in order to resolve issues associated with Minor Customer Service Tickets.

13.    Other duties and / or special projects may be assigned as management deems necessary.

The above is intended to describe the general content of and the minimum requirements for the performance of this position. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. Additional requirements will apply to similar positions that carry other responsibilities.

QUALIFICATIONS :

Qualified candidates must have a proven track record of success in customer service in addition to possessing a high-energy, strong desire to achieve top results with a charismatic, positive “can-do” approach over the phone and in person.

Education and / or Experience

1.    Associates degree (AS) and / or technical certification or equivalent preferred.

2.    3-5 years minimum experience in engineering, technical, field related, or customer-facing roles, preferably in the material handling industry.

3.    Proficient in MS Office Suite and familiar with ERP functionality.

Language and Organizational Skills

1.    Ability to work under pressure, shift priorities in a changing environment, and is self-directed with good business judgements.

2.    Ability to build and maintain business relationships with clientele, meet deadlines, and deliver customer service excellence, including direct contact with customers.

3.    Must be able to work effectively with all levels of personnel within company.

4.    Must have outstanding communication, interpersonal, and customer service skills.

5.    Exceptional listener with excellent time management, organization, and negotiation skills.

6.    Experience with the principles and methods for directing, overseeing, and carrying out service-related tasks and objectives.

7.    Capable of multi-tasking in a fast-paced environment while appropriately prioritizing business segment activities and adapting to shifting priorities for both Helpdesk and Field Service responsibilities.

8.    Ability to define problems, collect data, establish facts, and draw valid conclusions.

9.    Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

10.    Ability to speak, read and write English.

PHYSICAL DEMANDS :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to stand, walk, and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must frequently lift and / or move up to 10 pounds and occasionally lift and / or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT :

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts; high, precarious places; fumes or airborne particles; outside weather conditions; and risk of electrical shock. The noise level in the work environment is usually moderate.

TRAVEL :

This position requires intermittent business travel by airplane, personal / rental car, and public transportation both domestically and internationally. Capability of securing a rental car and paying for all reimbursable travel expenses is essential. The candidate must be willing to travel as required and be capable of completing international travel of 10 or more hours. Overnight travel is approximately 50% to 60%.