Aftermarket Support Specialist

POSITION SUMMARY

The Electrical Systems Technician provides emergency and planned support to various business segments, including airport baggage and AGV (Automatic Guided Vehicle) systems. Reporting to the GM of Aftermarket Services, you will liaise with customers as a principal point of contact, manage and take the leadership role in technical support cases, provide troubleshooting support, seek internal technical help as needed, and close support cases to customers’ satisfaction.  In some situations, off hours customer service and support are required. Additionally, this position leads small projects managed by the Aftermarket Services department.  Part of this role will be to recruit/train new Electrical Systems Technicians to follow in your path. You will define and initiate standard operating procedures, training, guidelines, etc. to build a program for new technicians.

ESSENTIAL FUNCTIONS

• Provide technical support to baggage security and AGV system customers on-site and remotely
• Respond to customer calls to support troubleshooting of customer problems
• Use company Airport and AGV technology designed software to support troubleshooting
• Escalate issues by engaging engineering to support troubleshooting
• Manage support cases from initial call to problem resolution
• Technical support for PLC based hardware and software.
• Technical support for electrical power and inputs/outputs of a baggage conveyor system.
• Troubleshoot:  sensors, scanners, visualization systems, motors, frequency inverters, lasers, and encoders.
• Diagnose the malfunctions in control system equipment.
• Trouble shoot defective input/output and control modules and find root cause of issue.
• Repair a PLC based system by replacing and configuring components.
• This position requires on call assignments and travel to customer sites as needed, at times on short notice.
• This position requires availability to travel on short notice and spend 30% with occasionally more than 50% of the time traveling.
• This position requires emergency after hours support nights, weekends and holidays.
• Properly document all communications and support requests from the customer in the company CRM tool to ensure accurate support history, provide customer with RCA reports and documentation necessary for successful operations
• Requirement of 24/7/365 on-call rotation

BASIC QUALIFICATIONS

• Minimum of an associate degree in Electrical Engineering Technology or relevant technical degree.
• Engineering and Technology — Knowledge of the practical application of engineering science and technology. This includes applying principles, techniques, procedures, and equipment to the design and testing of systems and services.
• Project Execution – Knowledge of project management life cycle from requirements gathering through design and implementation.
• English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

 

PREFERRED QUALIFICATIONS

• Experience in a role serving customers and acting as a principal point of contact for customers.
• Experience with Allen Bradley PLC ControlLogix programming (preferred).
• AutoCAD experience (preferred).
• Experience with material handling equipment (preferred).
• At least 1-3 years of experience working with:
• Industrial equipment controls
• Maintenance of electrical, electronic, computer and instrumentation systems.
• Circuit troubleshooting of both analog and digital electronics.

 

ADDITIONAL SKILLS & ABILITIES

• Extraordinary organization skills, able to manage priorities and workflow.
• Extremely detail oriented with the ability to keep focused on the goals of the department, demonstrates accuracy and thoroughness, and monitors own work to ensure quality.
• Administrative proficiency; multi-tasking ability.
• Must have excellent listening skills and the ability to work independently and with a team.
• Excellent oral and written communication skills.
• Friendly, articulate communication style.
• Ability to build customer relationships and provide customer service
• Ability to proof materials/proposals for accuracy and readability.
• Excellent problem resolution – ability to resolve problems in a timely manner, gather and analyze information skillfully and maintain confidentiality.
• Time management skills, including punctuality for on-time attendance

 

Computer Skills:

• Proficiency with Microsoft Office applications (Word, Excel, Outlook, PowerPoint)

• Working knowledge of Salesforce, CRM and CMMS.

 

Other Requirements:

• Must be able to read, write, speak and understand English.
• Maintain a valid driver’s license and be insurable under Daifuku’s insurance policy.

PHYSICAL DEMANDS
Physical Demands Lift/Carry
Stand F (Frequently)
Walk F (Frequently)
Sit F (Frequently)
Handling / Fingering F (Frequently)
Reach Outward O (Occasionally)
Reach Above Shoulder O (Occasionally)
Climb O (Occasionally)
Crawl O (Occasionally)
Squat or Kneel O (Occasionally)
Bend O (Occasionally)
10 lbs or less O (Occasionally)
11-20 lbs O (Occasionally)
21-50 lbs O (Occasionally)
51-100 lbs O (Occasionally)
Over 100 lbs N (Not Applicable)

Push/Pull
12 lbs or less O (Occasionally)
13-25 lbs O (Occasionally)
26-40 lbs O (Occasionally)
41-100 lbs N (Not Applicable)


N (Not Applicable) Activity is not applicable to this occupation.
O (Occasionally) Occupation requires this activity up to 33% of the time (0 - 2.5+ hrs/day)
F (Frequently) Occupation requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs/day)
C (Constantly) Occupation requires this activity more than 66% of the time (5.5+ hrs/day)

Other Physical Requirements:
Remain stationary for 50% of the time; move/traverse throughout the office to access file cabinets and office equipment; operate a computer and other productivity machinery; inspect documents; communicate with others through talking/hearing; read/identify/assess forms and correspondence.
• This position includes periods of telephone-intensive work and may require sitting for long periods of time.
• Must be able to perform the essential functions of the position
• Vision (Near, Distance)

WORK ENVIRONMENT
• Office environment in a controlled atmosphere building.
• Daifuku site environments, including but not limited to airport ramp surfaces, BHS systems, GSE shops, factories, plants and E-Commerce distribution centers.

The Company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the Company reserves the right to change this job description and/or assign tasks for the employee to perform, as the Company may deem appropriate. By signing below, I acknowledge and affirm that I have read, understand, and discussed any problems that I may have fulfilling the duties outlined in the above job description with the Manager of Human Resources.

Employee Signature___________________________ Date: ______________