Experienced Technical Support Specialist, Mechatronics and Sustainable Packaging – Robotics and Automation Expert

At arenaflex, we're on a mission to revolutionize the way we approach robotics and automation. We're a team of innovators, problem solvers, and doers who are passionate about applying cutting-edge technology to real-world challenges. If you're inspired by invention, thrive in a fast-paced environment, and enjoy the thrill of seeing your work make a tangible impact, then we want to hear from you.

About arenaflex

arenaflex is a leading provider of innovative robotics and automation solutions that transform customer experiences. Our Mechatronics & Sustainable Packaging Customer Experience (MSP CX) Technical Incident Management and Engineering (TIME) team is at the forefront of this revolution, providing support to internal fulfillment and transportation network customers who rely on advanced robotics technology to fulfill and ship customer orders.

Job Summary

We're seeking an experienced Technical Support Specialist to join our MSP CX team. As a key member of our team, you'll work directly with hardware engineers, regional support managers, operations leaders, and site-level maintenance teams to maximize the performance of advanced robotics systems. You'll develop deep technical and functional subject matter expertise, enabling you to work directly with our fulfillment center operators and maintenance teams to solve complex and time-sensitive problems.

Key Responsibilities

* Develop a SME level of product knowledge and provide remote technical support for escalated issues involving industrial automation systems

• Assist local maintenance teams in diagnosing and troubleshooting mechanical, electrical, and control system problems and guide them through standard repairs
• Offer programming and configuration support for new installations of critical system components
• Ensure meticulous maintenance and continuous updating of internal documentation repositories, detailing all troubleshooting processes and repair activities
• Document and analyze new or unique issues encountered in the field, delivering detailed reports to engineering teams for further investigation and resolution
• Efficiently manage multiple escalations simultaneously, ensuring timely and effective resolution in a fast-paced environment
• Participate in a 24/7 on-call rotation to provide continuous support and ensure rapid response to critical issues as they arise
• Develop and deliver in-depth product support training to internal stakeholders
• Collaborate with vendors to resolve technical issues and improve system performance
• Stay up-to-date with industry trends and advancements in robotics and automation

Essential Qualifications

* Bachelor's degree in Engineering (Mechanical, Electrical, Industrial, or related field)

• 5+ years of experience in a controls engineering or support role, with a strong background in industrial automation
• Extensive knowledge of PLC's, VFD's, and/or EOAT's, related robotic system components, and integrated control architectures
• Excellent analytical and problem-solving skills with understanding of the interplay between mechanical, electrical, and control systems
• Strong verbal communication skills, capable of effectively guiding and instructing teams from a remote position
• Strong technical writing skills and ability to articulate complex technical subjects to various stakeholder audiences
• Demonstrated ability to work independently, managing and prioritizing multiple escalations efficiently

Preferred Qualifications

* Previous experience in a remote technical support role, providing guidance and troubleshooting for complex automation systems

• Previous experience managing vendor relationships
• Previous experience developing and delivering in-depth product support training
• Previous experience with thermal printing technology, barcode scanning systems, and laser measurement devices
• Familiarity with specialized conveyor systems, including diverter mechanisms and high-speed sorting
• Professional certifications in industrial automation or related fields (e.g., Siemens, Rockwell Automation, FANUC)
• Knowledge of industry safety standards and protocols relevant to industrial automation and machinery
• Previous experience with AWS services such as Amazon Cloudwatch

What We Offer

* Competitive base pay, ranging from $81,400/year in our lowest geographic market up to $182,000/year in our highest geographic market

• Total compensation package, including equity, sign-on payments, and other forms of compensation
• Full range of medical, financial, and/or other benefits
• Opportunity to work with a talented team of innovators and problem solvers
• Collaborative and dynamic work environment
• Professional development and growth opportunities
• Flexible work arrangements, including remote work options

About Our Culture

At arenaflex, we value diversity, equity, and inclusion. We're committed to creating a workplace that's welcoming and inclusive for all employees, regardless of their background, identity, or experience. We believe that our differences are our strength, and we're dedicated to fostering a culture of empathy, understanding, and respect.

How to Apply

If you're a motivated and experienced Technical Support Specialist looking for a new challenge, we want to hear from you. Please submit your application, including your resume and a cover letter, through our internal or external career site. We can't wait to hear from you! Apply Job! Apply for this job