Teradyne Technical Support Leader in Chelmsford, Massachusetts
Organization & Role
AutoGuide Mobile Robots, a Teradyne subsidiary, designs, manufactures and installs the most technically advanced mobile robots with one goal in mind: surpassing customers’ expectations. For more than a decade, AutoGuide has provided maximum value to businesses in manufacturing, warehousing and distribution operations.
We are seeking exceptional and self-motivated individuals to support the AutoGuide Mobile Robots systems – ensuring optimal performance, uptime and reliability of customer operations. The ideal candidate is excited to learn new things and willing to work through the details to get things done. This position will be based in our Chelmsford, MA location
The Tech Support Leader will provide highly visible customer support involving the installation, modification, repair and preventative maintenance of AutoGuide’s mobile robotic systems to ensure proper working order. As a Tech Support Leader you will need to isolate and resolve complex issues and implement corrective actions. As necessary, will assist with the field training of new employees and may receive in-house assignments covering technical support, training, or documentation. This is an end user-facing position working under minimal supervision and requires extensive travel in North America.
Manage Customer Escalations until closure and corrective actions deployed
Responsible for executing assigned robotic/automation jobs, including onsite installation, troubleshooting, and repair and follow up on service escalations.
Seek sales opportunities while ensuring customer satisfaction. Keep accurate records of service calls, maintain inventory of service parts, tools, and test equipment.
Services are provided in-house, on-site, and/or via telephone. Travels 40% – 60% domestic and international.
Provide feedback to design teams as the end user representative; communicating deficiencies, desired updates, and configuration change
Experience with documenting customer cases, training plans and technical results
requests of product. Support BOM development and build process documentation, write/review test procedures and perform testing, support failure review and corrective action implementation.
Provide on-the-job training, coaching, and mentoring to other service team members.
Lead a small group of Support Engineers and Projects
Basic Qualifications & Skills
Strong troubleshooting and analytical skills.
Ability to read electrical and controls diagrams.
Strong interpersonal and communication skills, oral and written, required.
Customer Service fundamentals – the ability to effectively deal with customer complaints.
Strong computer skills and experience with PC based systems and information technologies.
Ability to lift up to 50 pounds.
Must be available and willing to travel in North America as needed and be available for specific emergency on-call work. Depending upon business needs travel can vary greatly to as high as 60% of the time.
Must have a valid driver’s license, good driving record, qualified to obtain a credit card for expenses and able to obtain a valid passport for the term of employment.
Project Management experience is a plus
Bachelor’s Degree in Engineering and 0-2 year of field experience in robotics and automation or an Associate’s Degree in Engineering and 2+ years of Tech Support in robotics and automation.
Current openings may involve access to export controlled technology and may be subject to export licensing requirements prior to employment. ATTENTION APPLICANTS WITH DISABILITIES: If you’re unable to access our on-line application due to a disability you may visit one of our locations or our Corporate Office at 600 Riverpark Drive, North Reading, MA and request a paper application form. In addition, you may also contact the HR Service Center at 978-370-3041 or contact them at HR.Service.Center@teradyne.com for additional assistance. LitePoint, a Teradyne Company is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, age, disability status, protected veteran status, or any other characteristic protected by law. We are a VEVRAA Federal Contractor.
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