Operational Embedded Engineer - Phoenix

Who We Are

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), that ensures the efficient integration of the systems, guaranteeing the optimal management of all operations: from the entry of raw materials to the storage, right through to shipping.

With 14 branches located worldwide, the Group believes in 5 values:
Enthusiasm, Charisma, Know-How, Humility, Wisdom. These are the pillars of E80 Group’s corporate culture, which is always close to customers, people, and the territory.

The Operational Embedded 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. This position will be 50% hands‑on the equipment/system and 50% supervising and coordinating with other E80 staff and the customer.

He/She will be assigned to a specific customer’s plant or to a group of plants. The main goal is to deliver maximum customer satisfaction for any E80 customer service‑related matters occurring in the plant.

• 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 technological update sessions, with the goal of informing and training customers’ 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 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.
• 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.
• Develop and maintain resource schedules for maintenance, field service, and retrofit activities, ticket resolutions, ensuring optimal utilisation 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‑parts rep on respective delivery and define priorities.
• Enter and manage tickets in Salesforce.
• Manage and coordinate resource intervention onsite based on scheduled maintenance and ticket‑resolution activities for technical aspects.
• Monitor and report on the performance of allocated resources, identifying any issues or inefficiencies and implementing corrective actions as necessary.
• Continually 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 behaviour and alternative service purchase to recommend areas for improvement in E80 organizations.
• Escalate to the organization any critical customer matters.
• Ensure all precautions are in place for the safe operation of E80 systems and escalate to stakeholders and management if discrepancies arise.
• Perform advanced electrical troubleshooting on every E80 machine in the system, using all available diagnostic tools, if required.
• Replace, program, and configure…