Technical Advisor

Position: Technical Advisor I
Overview

Perform a variety of support activities in the technical support function, including engineering liaison from the field and escalation/troubleshooting assistance. Service Group TA occasionally travels to customer’s facilities and supports the Installation Group when warranted. Must be prepared to travel domestically and internationally (need current passport) for weeks at a time. Develop service strategies for new product designs. Above average customer interface skills.

Be available to support after-hours (24X7) call center calls.

Responsibilities

• Responsible for providing software technical support and troubleshooting to company field engineers, technicians and Customers. Assess and respond to situations where stated procedures have failed while upgrading or rebuilding software on problematic equipment. May need assistance from TA lead.
• Initiate and drive Alpha, Pre-Beta, and Beta Tests for Continuous Improvement Project (CIP) programs and equipment upgrades. Provide analysis of data and drive process and product improvements.
• Report design, reliability, and maintenance problems to engineering. Provide information and liaison support between the field and Daifuku – Japan (DFKJ) Engineering Dept with assistance from TA lead. Experience in writing QA policies and procedures.
• Represent company in dealings with customer to ensure customer’s satisfaction in escalated situations.

Qualifications

• Must possess excellent communication skills with ability to speak with clarity and interface effectively with customers and peers.

• Requires excellent systematic troubleshooting skills, judgment, and problem solving skills to resolve diverse projects with ability to handle problems independently and implement corrective action.
• Displays broad-based customer focus and commitment to resolve problems and make decisions based upon the priority of the of the problem in relation to business needs
• Must be available to travel as needed and be available for specific emergency call-in work.
• Requires comprehensive knowledge of basic computer language and commands.
• Must be able to work weekends and holidays.
• Must follow safety guidelines established for work area and wear protective clothing when exposed to hazardous materials. Conform at all times to customer’s safety and cleanliness policies to maintain a safe and clean work environment.
• Will need to follow and understand posted work rules and procedures.
• Requires above average good communication skills verbal and in writing interfacing effectively with customers.
• Bilingual, ability to speak and/or read Japanese is considered a plus. Emergency situations may require contacting Japan directly to get support from them. Also required to provide status reports on a regular basis to Japan

EDUCATION

BS degree, technical education, or equivalent work experience required with three to five years related experience.

Level 4 proficient.

KNOWLEDGE & Special

Skills:

Network Knowledge Proficient

• Network Protocol
• Network Hardware
• Computer knowledge
  • Familiar with computer architecture
  • Able to access computer functions
  • Able to isolate and replace components boards, when necessary.

Software Knowledge Proficient

• Software Operation (Beneficial to have software development skill)
• Software Type:
  Any software
• Familiarity with AMHS software, considered a plus
• Software trouble shooting, considered a plu

Operating System Knowledge Proficient

• QNX Unix experience
• Windows OS skill

Computer Skills

• Microsoft Office (Word, Excel, Power Point and Outlook)

LIMITATIONS AND DISCLAIMER

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required for the position.

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