Position DescriptionThe
Resident Operational Engineer - Marion plays a critical role in ensuring customer satisfaction by managing and coordinating the daily, weekly and monthly activities to maintain, operate and support the E80 systems and equipment in dedicated customer plants. This position involves close collaboration with cross-functional teams, client maintenance and operation teams. This position will be 50% Hands on the equipment/system and 50% Supervising and Coordinating with other E80 staff and customer. He/She will be assigned to a specific customer's plant or to a group of plants. The main goal is to deliver maximum customer satisfaction for any E80 customer service-related matters occurring in the plant.
Duties and Responsibilities1. Customer Interaction: - Act as the first point of contact for customer service-related aspects such as asset and system performance, ticket resolution, spare parts inventory management and overall service delivery. Ensure timely and effective communication with customers and E80 back-office support to address client needs and concerns.
- Organizes and Manages periodic technological updates sessions, with the goal of informing and training Customer's personnel and managers about E80's latest technologies, technical solutions and products
- Partecipates to periodical operational and management meetings with Customer's staff
- Prepare and share with customer quotes for parts and interventions to address customer needs and request client to issue PO to E80 team to handle properly the requests
2. Resource Allocation: - Allocate technical resources, verify equipment and tools if needed, and manage materials for various customer field services activities and projects based on requirements and resource availability
3. Scheduling and Coordination: - Develop and maintain resource schedules for maintenance, field service, and retrofit activities, ticket resolutions, ensuring optimal utilization of resources. Liaise with CSAM, supervisor, resident engineers, spare parts team representative, service coordinators, technical supervisors, technicians, and other stakeholders to ensure smooth execution of services
- Order spare parts if possible and follow up with spare part rep the respective delivery and define priorities
- Enter and manage tickets in Sales Force
- Manage and coordinate resource intervention onsite based on schedule activities for either maintenance and tickets resolution for technical aspects
4. Performance Monitoring: - Monitor and report on the performance of allocated resources, identifying any issues or inefficiencies and implementing corrective actions as necessary
5. Process Improvement: - Continually review and improve resource allocation processes and procedures to enhance efficiency and productivity
6. Compliance: - Ensure all maintenance, field service, and retrofit activities comply with relevant regulations, standards, and company policies
- Observe customer behavior and alternative service purchase to recommend area for improvement in E80 organizations
- Escalate to organization any customer important aspects
7. Safety- Ensure all precautions are in place for the safe operation of E80 systems and escalate to stakeholders and management if discrepancies arise
- Performs advanced electrical troubleshooting on every E80 machine in the system, using all available diagnostic tools, if required
- Replace, Program and Configure E80 electromechanical components, if required
- Perform engineering and software maintenance tasks periodically, if required (Example: LGV/s calibration and navigation parameters, etc.)
Position Qualifications- A Bachelor's Degree in Engineering, Operations Management, or a related field is preferred. Alternatively, equivalent experience in maintenance management in the material handling and industrial machine design and manufacturing industries will also be considered
- 2+ years of experience in the material handling, packaging equipment, robotics, and palletizing industry is essential in customer service, project management, asset management. Familiarity with industrial equipment design, manufacturing, and maintenance processes is highly preferred.
- Technical knowledge of E80 products, and in particular utilization of E80 GUI and system performance metrics.
- Strong technical background with understanding and/or hands-on experience on all technical aspects of an E80 automation system (PLC, PC, LGV, EM)
- CMRT, Certifications highly preferred
- Knowledge of SAP ERP system, CRM (Salesforce)
- Knowledge of Microsoft Office 365 and power platform
- Strong analytical skills and attention to detail
- Excellent organizational, communication and collaboration abilities. Be a change agent
- Passion for customer service and a customer-centric mindset
What's in It for You- Compensation: $75K - $90K (FLSA Exempt)
- Benefits: Health, Dental, Vision Insurance, Life, STD, LTD, PTO, 401K match
- Location: Marion, NC
Not just a job, but Career growth: Our steady year-on-year growth fosters a culture of talent development where we constantly create opportunities for you to learn, grow, and feel empowered to reach your full potential, no matter which career path you choose.
E80 World Academy: Be prepared to be impressed by our innovative training and learning programs. We offer cutting-edge insights to help you refine your expertise and succeed in your role.
#BE80: You'll be part of a dynamic, collaborative team where giving back is at the core of our success and central to the #BE80 Culture.
Travel: 0 - 10%
Level of experience: Mid-Career
