What are the responsibilities and job description for the PRODUCT SUPPORT TECHNICIAN position at ST Engineering Aethon, Inc.?
Product Support Technician
ST Engineering Aethon, Inc is a forward-thinking robotics company dedicated to revolutionizing the health care and hospitality industries through cutting-edge innovations. Specializing in advanced robotics and AI solutions, Aethon Inc designs and develops state-of-the-art autonomous mobile robots that optimize efficiency, enhance productivity, and redefine the way businesses operate in today's rapidly evolving technological landscape.
Aethon endeavors to make our Careers page accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us via email at careers@aethon.com or call 412-322-2975 – ext. 160
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
The Product Support Technician is responsible for Tier II technical support for Aethon customer sites for all product systems. This position is located at our corporate office in Pittsburgh, PA. This is an exciting, dynamic role for someone looking to apply their technical and customer service experience in the robotics industry.
KEY RESPONSIBIITIES:
- Maximize customer satisfaction and value from our products.
- Diagnose problem causes and implement solutions for final resolution.
- Track service issues with the Helios database through a ticket system.
- Maintain a high level of communications with all levels of client interaction to ensure proactive, solution-oriented problem identification and resolutions.
- The PST will determine if hardware needs to be replaced and, if so, PST will manage the service event while working with external & Internal resources.
- Identify and submit part requests to be shipped as needed for service events, install support, distributors and other departments.
- Work with developers, engineering and quality assurance on issues that need to be escalated or identified for further analysis and research.
MINIMUM JOB REQUIREMENTS:
Education/Training:
- Associate degree in an IT related field.
- 1-3 years of technical customer service experience.
Specialized Knowledge/Skills:
- Proficient in Linux/Unix.
- Able to follow, update and create technical documentation.
- A solid understanding of network communications technology - Internet, Intranet, VPN, TCP/IP, Ethernet, etc.
- Strong technical and analytical skills.
- Strong interpersonal and communication skills.
- Robotic integration and optimization of workflow processes.
- Automation experience is a plus.
Other:
- Must have transportation to and from work site.
- Must have cell phone (phone bill will be partially compensated)
- Must be willing to work shifts (including mornings, evenings, weekends and some holidays).
- Travel to customer sites on an as-needed basis
- Must present self in a professional image and have good communication skills.
