CS Technical Support Engineer

Overview

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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.

Who You Are

“It’s our fears that will limit our success, not our mistakes. The secret to successful hiring is to look for people who are not afraid of failing and want to change the world” – E80 Group CEO and Founder, Enrico Grassi

Sounds like you? Great! Here’s what E80 Group has to offer.

Position Description

The role plays a critical role in providing electro-mechanical technical support to onsite engineers, develop and implement solutions for hardware, electrical, and mechanical issues, analyze non-conformities for continuous improvement, and escalate high-priority issues to upper management to ensure maximum asset uptime and customer satisfaction.

Responsibilities

• 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 customer and E80 back-office support to address client needs and concerns.
  • Organizes and Manages periodic technological updates sessions, with the goal of informing and training Customer’s personnel and managers about E80’s latest technologies, technical solutions and products
  • Participates to periodic operational and management meetings with Customer’s staff
  • Prepare and share with customer quotes for parts and interventions to address customer needs and request client to issue PO to E80 team to handle properly the requests
• Resource Allocation
  • Allocate technical resources, verify equipment and tools if needed, and manage materials for various customer field services activities and projects based on requirements and resource availability
• Scheduling and Coordination
  • Develop and maintain resource schedules for maintenance, field service, and retrofit activities, ticket resolutions, 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, providing E80 part number and follow up with spare part rep the respective delivery and define priorities
  • Enter and manage tickets in Sales Force
  • Manage and coordinate resource intervention onsite based on schedule activities for either maintenance and tickets resolution for technical aspects
• Performance Monitoring
  • Monitor and report on the performance of allocated resources, identifying any issues or inefficiencies and implementing corrective actions as necessary
• Process Improvement
  • Continually review and improve resource allocation processes and procedures to enhance efficiency and productivity
  • Continually support and strengthen both internal and external non-conformance (NC) processes
• Compliance
  • 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 area for improvement in E80 organizations
  • Escalate to organization any customer important aspects
• Safety & Technical
  • Ensure all precaution are in place for a safe operation of E80 systems and escalate to stakeholders…