Field Support Engineer , Robotics

Location: United States - Minneapolis, MN

Pay: $85,

With more than $1B in revenue, Tennant Company is a globally recognized leader in the cleaning equipment industry. For the past 150 years, we have been passionate about developing and manufacturing innovative and sustainable solutions for our customers. At Tennant Company, we are committed to stewardship and creating a cleaner, safer and healthier world. With manufacturing, operations and sales, service, and support functions across the globe, your journey at Tennant can take you places you never expected.

We are seeking an experienced Field Support Engineer to join the Tennant Company (TNC) Robotics Field and Factory Support, (FFS), Engineering organization. This role provides Engineering technical support to the Technical Assistance Center, Technical Publications, Learning Development, Customer Success, Automation Success Deployment, Tennant Service teams, and Sales organizations. The primary deliverable for this role is an increasingly improved set of organizational assets to improve customer uptime metrics through setting up the above stakeholder customer facing teams for success.

These could include improvements in technical publications thoroughness, addition of new content formats such as video supplements to fortify service manuals, coordination with training events for lead technicians, AI diagnostic tool development and deployment refinements, and interfacing with product health monitoring. The role will be responsible for products in the production, and aftermarket support phases of their lifecycle as well as influencing new product development to ensure that diagnostic efficiency and aftermarket support are excellent at first launch and do not suffer a knowledge based lag in customer experience.

There will also occasionally be opportunity for execution of design improvement projects.

The FFS Field Support Engineer also works closely with senior systems engineers, electrical, software, mechanical, and manufacturing teams to transfer learnings from production and field environments into updated product requirements to drive optimizations of future subsystem solutions.

Success in this role is measured by technical decision quality, service diagnostic efficiency improvements, reduction in Mean Time To Repair (MTTR), increases in Mean Time Between Failure (MTBF), customer satisfaction, service technician preparedness as evidenced by first diagnosis accuracy and first visit fix metrics, warranty incident rate reduction, and timely design improvement project execution.

• Produce and distribute content to improve diagnostic efficiencies.
• Training documents, video content, training sessions, etc.
• Support customer facing support organizations listed above as Tier 3 level of support.
• Participate in field failure troubleshooting of customer machine population when TAC needs additional engineering assistance.
• Provide FFS based input into establishing functional requirements and performance targets for subsystems, including controls, power, communications, mechanical cleaning, and safety.
• Represent engineering as part of cross‑functional teams including Systems, Electrical, Software, Mechanical, Manufacturing, Supply Chain, Quality, Technical Assistance Center, field Service, application and sales organizations, and external vendors.
• Communicate technical information clearly to peers, manufacturing partners, and leadership, including non technical colleagues.
• Empathy for and ability to transfer the goals of other organizations into prioritized action items.
• Ideate, create, and execute creative solutions to improve diagnosis speed and accuracy to reduce Mean Time To Repair (MTTR).
• Champion AI based diagnostic tools. Participate in the development, maintenance of these tools. Deploy these tools in a planned rollout.
• Champion communication tools to apply information into the field supporting organizations and personnel. Participate in the development, maintenance of these tools. Deploy these tools in a…