Technical Support Manager (Site Start-Up)

Symbotic hiring for Technical Support Manager (Site Start-Up) jobs in Remote, OR, US

Who we are

With its A.I.-powered robotic technology platform, Symbotic is changing the way consumer goods move through the supply chain. Intelligent software orchestrates advanced robots in a high-density, end-to-end system - reinventing warehouse automation for increased efficiency, speed and flexibility.

What we need

Symbotic is looking for people who thrive in a fast paced, solutions oriented, creative environment. The Technical Support Manager for site start-up will play a hands-on role in leading a Technical Support team, actively troubleshooting the system, becoming a system expert, and executing and maintaining best practices. A successful candidate will develop and drive continuous improvement processes based on learnings from troubleshooting system issues and feedback from the customer, team members, and cross-functional operational groups. Success will be achieved through exceptional communication and problem-solving skills and by exhibiting behaviors such as being resourceful, analytical, adaptable, and organized.

What we do

The Technical Support Supervisor plans, manages and reviews the delivery of Technical Support Services that drive outcomes aligned to Service Level Agreements and Business Goals for both Internal and External Customers. The Technical Supervisor is also an escalation point; ensuring the Customer (Internal or External) receives a World Class Support Experience and is directly responsible for not only the Team Members that are assigned, but for Shift performance, SLAs & desired outcomes.

What you'll do

• Partner with cross functional roles to ensure success internally & externally through relationship management and overall support of the Symbotic service portfolio.
• Research and solve repeated system issues and document consistent trends. Use this information to develop and drive continuous improvement processes.
• Create SOPs and best practices to help technical support engineers troubleshoot identified issues.
• Continue to foster strategic relationships (internally & externally) to maintain our established service level agreements.
• Share technical support best practices throughout the organization and hold cross-functional partners accountable to adherence to these best practices.
• Directly manage a small site start-up team of Technical Support Engineers and Controls Technicians.
• Approach the troubleshooting of technical issues with a project management mindset. Establish a clear process for issue resolution and follow-up to key stakeholders.
• Drive reduction of repeat issues through process introduction and automation.
• Create stability at a new site- through system issue identification and resolution, influencing the customer, and serving as a teacher and coach to site leadership.
• Effectively manage your time to ensure your focus is fully on system troubleshooting and best practice sharing.
• Serve as a system subject matter expert and advisor to cross-functional teams that are customers to upstream and downstream impacts to you and your teams' actions.
• Identify and train team on commissioning tasks to reduce engineering escalations.
• Foster an environment of true system experts.

What you'll need

• Minimum of 3 years' experience managing a team.
• Comfortable with control center software, trend reports, and presenting findings.
• Competent in Linux, Windows, PLC, and network troubleshooting.
• Understanding of mechanical and electrical drawings.
• Experience running a highly functioning support environment focused on system performance.
• Strong ability to problem-solve technical issues and handle multiple high-priority tasks.
• Self-starter, quick thinker and calm under pressure.
• Excellent verbal and written communication skills - both understanding the customer. and working cross-functionally internally.
• Experience and desire to work in fast -paced, growing start-up that receives high volumes of customer feedback consistently each week.
• Available to work nights, weekends, and holidays.
• Teamwork skills and the ability to act as a strategic partner to the customer.
• Advanced Excel and PowerPoint skills and proficient in Word and Outlook.

Our environment

• Remote, field-based position.
• Travel is required up to 20% of the time. Employee must have a valid driver's license and the ability to drive and/or fly to client and other customer locations.
• The employee is responsible to own a credit card and manage expenses personally to be reimbursed on a bi-weekly basis.
• The employee is frequently required to walk and reach with hands and arms.
• The employee is routinely required to work at heights of up to 45 feet and within restrictive areas of 24 inches. to stand; climb or balance and stoop, kneel, crouch, or crawl.
• The employee must regularly lift and/or move up to 50 pounds.
• Must comply with all safety requirements and protocols, including without limitation Lock out tag out safety protocols and fall protection safety protocols .
• Approximately 75% of time will be spent on a construction site with PPE required (hard hat, safety vest, steel toes, eyeglasses, ear protection, fall protection (e.g., safety harness) .
• There will be steep stairs to climb into the structure You may be required to routinely walk up and down stairs to navigate the automation structure.
• This role requires being near safety railings above the ground. Regular use of stairs and catwalks at height.
• Subject to environmental conditions, protection from weather conditions but not necessarily temperature changes. Must be capable of working in temperatures ranging from 105° to 32° Fahrenheit.

#LI-JS1

#LI-Hybrid

About Symbotic

Symbotic is an automation technology leader reimagining the supply chain with its end-to-end, AI-powered robotic and software platform. Symbotic reinvents the warehouse as a strategic asset for the world's largest retail, wholesale, and food & beverage companies. Applying next-gen technology, high-density storage and machine learning to solve today's complex distribution challenges, Symbotic enables companies to move goods with unmatched speed, agility, accuracy and efficiency. As the backbone of commerce the Symbotic platform transforms the flow of goods and the economics of supply chain for its customers. For more information, visit www.symbotic.com .

We are a community of innovators, collaborators and pioneers who embrace our differences, because we know unique perspectives make us stronger and smarter. Every perspective matters. We depend on the collective voices of our employees, customers and community to help guide us as we build a better place to work - for you and the world. That's why we're proud to be an equal opportunity employer.

We do not discriminate based on race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information.