Field Technical Support Engineer

Our client IVISYS is looking for a Field Technical Support Specialist/Engineer - Field Support & Remote

Position Reports To: Manager Global Customer Service & Support

Travel Requirement: ~25% - domestic/international

What we do

Headquartered in Stockholm, Sweden, IVISYS is the market leader in developing innovative solutions for examining the structural integrity of a variety of products - with the primary solution focusing on examining wooden and plastic pallets in high volume production sites such as logistics and medical production plants.

How we make a difference

Our machine vision solutions merge cutting edge usage of hardware with in-house developed software, patented algorithms, and neural networks (AI). They are robust against varying illumination conditions, thus expanding the range of applications and significantly enhancing the success rates and reliability compared to conventional systems.

Our journey

At IVISYS we have embarked on a journey, setting out to become number one in our field in terms of - solutions, compensation, and culture. We have identified hyper scalable profitability in the US market and are building on this momentum by expanding globally. Join us in making a name for IVISYS around the world with our world class product and customer support.

Why we need you

To support our growing customer base – you will be our team’s essential solutions architect, supporting customers by traveling on-site and responding to customer inquiries remotely. You will develop innovative vision solutions that enhance our world class experience.

To drive the momentum – you will play a key role as a dedicated, US based, customer support technician, in a market of which IVISYS has already attracted significant attention and made sales to major players.

Responsibilities

Customer Product Support (remote and traveling across the US)

• At least 25% travel to customers across North America to resolve issues onsite and perform maintenance on a regular basis
• Investigate, troubleshoot, and resolve issues with a world leading high-tech product on a very detailed level, including but not limited to:
• IVISYS hardware (cameras, lasers, computers, PLC, electrical wiring, sensors, pneumatic, conveyor belt, etc.), software, network connectivity and more
• Provide general users assistance in technical matters
• Compile bug reports and feature requests for development in DevOps, liaison with the developers, the production and project teams to be on top of ongoing activities
• Monitor our product Pallet AI remotely; take preventive action when needed
• Monitor the ticketing system and ensure timely responses to customer issues

New Customer Installation and Ongoing Support

• Participate in installing new Pallet AI machines by installing and configuring the software, assist in robot control set up and adjust pallet measurement tolerance
• Add new customers, new users and general administrative tasks related to ticketing system, asset management system and other applicable tools
• Even further enhance customer satisfaction by being an excellent communicator

Process Improvement

• Develop standard procedures and best practices - document processes/procedures/instructions/guides and update when needed
• Promote team collaboration with remote IVISYS team members located in Stockholm and Gothenburg
• Document knowledge in the form of knowledge base tech notes and database of resources
• Actively drive improvements beneficial to the team, to IVISYS, to our products and to customers
• Participate in the new release process by installing product upgrades as needed

Requirements:

• Education: Minimum Bachelor’s in the technical domain – preferably in automation, mechatronics, electronics, data or similar
• Experience level: 5+ years in international B2B environment and 3+ years within B2B Technical Support

Technical Skills

• At least 3-5+ years of experience from automation/PLC programming
• Some experience working with development tools in a Linux environment
• Solid experience from any market leader ticketing tool, knowledge base creation, leading trainings, creating manuals/documentation

Soft Skills

• Excellent verbal and written communication skills
• Structured approach in speaking with customers and proposing solutions, process-oriented mindset
• Outgoing, self-starter

A Plus

• Experience from a startup/scale up company
• Experience working in a company with operation in time zones outside of the U.S.
• Solid understanding of software in a hardware context