Operational Resident Automation Engineer - Albany

Operational Resident Automation Engineer - Albany

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E80 Group is a multinational company specialized in the development of automated and integrated intralogistics solutions for manufacturers of consumer goods, operating in the beverage, food, tissue, and other sectors. The main systems produced by E80 Group include palletizing robots, laser‑guided vehicles, robotic stretch wrappers and labelers, and automated high‑density warehouses. The entire logistics flow is centrally managed by the SM.I.LE80 software platform (Smart Integrated Logistics), which ensures efficient system integration and optimizes the management of all operations—from the entry of raw materials, through storage, to shipping.

With 14 branches worldwide, the Group believes in the core values Ethics, Courage, Humility, and Safety. These values form the foundation of E80 Group’s corporate culture, which maintains a close connection with customers, people, and the local communities.

The Operational Resident Automation Engineer plays a critical role in ensuring customer satisfaction by managing and coordinating the daily, weekly and monthly activities to maintain, operate and support the E80 systems and equipment in dedicated customer plants. This position involves close collaboration with cross‑functional teams, client maintenance and operation teams. The role is 50% hands‑on equipment/system and 50% supervising and coordinating with other E80 staff and customers, and will be assigned to a specific customer’s plant or a group of plants.

The main goal is to deliver maximum customer satisfaction for any E80 customer service‑related matters occurring in the plant.

• Customer Interaction:
  Act as the first point of contact for customer service‑related aspects such as asset and system performance, ticket resolution, spare parts inventory management and overall service delivery. Ensure timely and effective communication with customers and E80 back‑office support to address client needs and concerns.
• Organize and manage periodic technology update sessions, with the goal of informing and training Customer’s personnel and managers about E80’s latest technologies, technical solutions and products.
• Participate in periodical operational and management meetings with Customer's staff.
• Prepare and share customer quotes for parts and interventions, facilitating the issuance of purchase orders to the E80 team.
• Allocate technical resources, verify equipment and tools as needed, and manage materials for various customer field services activities and projects based on requirements and resource availability.
• Develop and maintain resource schedules for maintenance, field service, and retrofit activities, ensuring optimal utilization of resources. Liaise with CSAM, supervisor, resident engineers, spare parts team representative, service coordinators, technical supervisors, technicians, and other stakeholders to ensure smooth execution of services.
• Order spare parts if possible and follow up with spare part representatives on delivery and priorities.
• Enter and manage tickets in Salesforce.
• Manage and coordinate on‑site resource interventions based on scheduled activities for maintenance and ticket resolution for technical aspects.
• Monitor and report on the performance of allocated resources, identifying issues or inefficiencies and implementing corrective actions as necessary.
• Continuously review and improve resource allocation processes and procedures to enhance efficiency and productivity.
• Ensure all maintenance, field service, and retrofit activities comply with relevant regulations, standards, and company policies.
• Observe customer behavior and alternative service purchase to recommend areas for improvement in E80 organizations.
• Escalate significant customer aspects to the organization.
• Ensure all precautions are in place for the safe operation of E80 systems and report discrepancies to stakeholders and management as needed.
• Perform advanced electrical troubleshooting on every E80 machine using all available diagnostic tools, if…