Job Description
Support the development of emerging technologies as they mature through early adopter processes from engineering field tests to fully-scaled innovation solutions. Educate customers and Global Branches and Dealers on the use of new technology solutions, coordinate and prepare local resources to support their customers. Communicate technical concerns, project updates, and customer feedback to Project Management to inform high-level decision making and project updates. This position reports to the Manager –Customer Support Automation Emerging Technologies.
PERCENTAGE
OF TIME KEY TASKS
50% Project Execution
Coordinate projects and visits with customers and local resources. Oversee the installation and commissioning of technology solutions at customer facilities and testing/demo locations. Attend cadence meetings and conference calls while on site to keep remote groups informed. Engage with customer stakeholders and their employees to establish a strong presence as the primary technical resource while on site. Provide troubleshooting assistance for local service teams and work with Engineering as needed. Stay abreast of industry trends, best practices, and emerging technologies relevant to the organization's operations.
25% Solution Support
Provide remote troubleshooting assistance for global support teams. Lead meetings and conference calls with customers and internal resources. Complete office work required in preparation for site visits – including but not limited to site-specific programming, testing firmware, conducting server and equipment software configurations or updates, and reviewing customer materials such as warehouse layout computer-aided draft (CAD) drawings. Analyze and interpret data to support inquiries and decisions being made by customers and other departments.
15% Project Documentation
Record customer experiences, test results, status updates, ongoing issues, learnings, and project milestones and share in cadence meetings with Project Management. Contribute to a Support Wiki to keep the rest of the team updated with the latest information. Present high-level updates to Management regarding status of solution development projects and/or customer-level projects. Assist Sales, Engineering, Marketing and Service by implementing and creating customer facing strategies, processes and documents.
10% Training and Education
Assist with onboarding customer end-users and stakeholders to achieve their buy-in and comfort with a new technology. Collaborate with other departments to create materials and collateral to support internal Sales and Service departments, the Service Training department, Marketing, and customer-facing reference materials. Perform other duties as assigned. Drive the adoption of innovative industry 4.0 technologies and practices through effective change management and training programs. Perform other duties as assigned.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
-5-7 years' related experience
-Associate degree(Computer Science, IT or Mechanical or Electronics, Engineering, Industrial Engineer)
Non-degree considered if 6+ years of related experience along with a high school diploma or GED
-Must have valid driving privileges
-Background in automation
- Tools- all designed and developed in house- going to be learning from scratch
- industry- automotive, and electrical, mechanical background instead of field engineer IT
- customer facing experience
- documentation/support experience
Nice to Have Skills & Experience
Plusses:
-autocad experience
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.