Experienced Full Stack Technical Support Specialist – Mechatronics and Sustainable Packaging

Are you a problem-solver with a passion for innovation? Do you thrive in fast-paced environments where no two days are ever the same? If so, we have an exciting opportunity for you to join arenaflex's Mechatronics & Sustainable Packaging Customer Experience (MSP CX) Technical Incident Management and Engineering (TIME) team as a Technical Support Specialist.

About arenaflex

arenaflex is a cutting-edge company that's revolutionizing the way we think about robotics and software. We're a team of passionate individuals who are dedicated to applying the latest advances in technology to solve real-world challenges. Our mission is to transform customer experiences in ways that are both innovative and impactful. If you're inspired by invention and problem-solving, you'll fit right in here at arenaflex.

Job Summary

As a Technical Support Specialist on the MSP CX 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 that will enable you to work directly with our fulfillment center operators and maintenance teams to solve complex and time-sensitive problems.

Key Responsibilities

* Quickly develop a SME level of product knowledge

• 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 implement standard operating procedures and feedback mechanisms that ensure the MSP CX team is constantly gathering customer feedback and using that feedback to improve service

Requirements

* BS 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 salary and benefits package

• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Flexible work arrangements, including remote work options
• Access to cutting-edge technology and innovative projects
• Recognition and rewards for outstanding performance
• Comprehensive training and development programs
• Opportunities for professional certifications and continuing education

Work Environment and Culture

arenaflex is committed to creating a diverse and inclusive workplace where everyone feels valued and empowered to contribute. We believe that a diverse and inclusive team is essential to driving innovation and delivering exceptional results. Our culture is built on a foundation of collaboration, open communication, and mutual respect. We're passionate about what we do and we're committed to making a positive impact on our customers and the world around us.

How to Apply

If you're a motivated and talented individual who is passionate about innovation and problem-solving, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you!

Equal Employment Opportunity

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all individuals, regardless of their background, culture, or identity. If you require accommodation during the application or interview process, please let us know and we'll do our best to support you.

Compensation and Benefits

arenaflex offers a competitive salary and benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off. We also offer opportunities for professional development and continuing education, as well as recognition and rewards for outstanding performance.

Travel Requirements

This role requires occasional travel, approximately 50% of the time. You'll need to be comfortable with frequent travel and be able to adapt to changing schedules and environments.

Apply Now

Don't miss out on this exciting opportunity to join arenaflex's Mechatronics & Sustainable Packaging Customer Experience (MSP CX) Technical Incident Management and Engineering (TIME) team. Apply now and take the first step towards a rewarding and challenging career with a dynamic and innovative company. Apply for this job