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Role Description

We’re looking for a remote Field Support Engineer to support the Raymond iWAREHOUSE® and Operator Assist Engineering teams. You will:

• Manage and oversee new iWAREHOUSE® and Operator Assist products and their impact to all Raymond support teams.
• Diagnose technical problems, investigate root causes, and provide accurate solutions to ensure customer systems operate smoothly.
• Provide prompt and effective technical support to clients via phone, email, chat, and on site, addressing inquiries and resolving issues related to our iWAREHOUSE® and Operator Assist solutions.
• Collaborate with cross functional teams, including product development and engineering to incorporate user feedback and insights into product enhancements and updates.
• Continuously stay updated with the latest developments with new technology and identify opportunities to enhance product lines.
• Review and provide technical and professional feedback on technical publication documents and training programs.
• Assist to collaborate on comprehensive training materials, including user guides, presentations, and hands-on activities, to deliver effective training sessions on iWAREHOUSE® and Operator Assist solutions to diverse teams.
• Provide training to other employees, support centers, technicians, and customers.
• Conduct training sessions in person or virtually, ensuring participants acquire a deep understanding of concepts, tools, and best practices.
• Customize training to suit various audience profiles, from beginners to advanced users, ensuring each student gains the relevant skills and knowledge.
• Gather feedback from training sessions to refine and improve training materials, methodologies, and content.
• Support an afterhours call line when in the rotation.
• Work remotely with minimal supervision.
• Travel as required.

Qualifications

• Bachelor's Degree in an applicable engineering field, computer science, an Engineer in Training (EIT) or a professional license OR 8 years of relevant experience.
• Must have the ability to plan, organize and carry out technical activities, as well as communicate effectively, both orally and in writing.
• Knows fundamental concepts, practices and procedures of particular discipline.
• Works well in a team or individual environment.
• Proven ability to simplify complex concepts and make them accessible to diverse audiences.
• Willingness to learn new products.
• Flexibility to travel up to 75% including internationally as needed.

Requirements

• Experience with real time location systems / geofencing.
• Experience with collision avoidance systems.
• Experience in the Material Handling Systems Industry.
• Strong customer service experience / background.
• Additional knowledge of Raymond Material Handling equipment.

Benefits

• Salary: $73,800 - $94,600 depending on selected candidates education and experience.
• Medical and Rx Plan options.
• Dental and Vision Plan options.
• Vacation on day 1.
• Employee Assistance Program (EAP).
• Flexible Spending Accounts (FSA) for medical and dependent care.
• Life Insurance and AD&D.
• Short-Term and Long-Term Disability.
• Accident, Critical Illness, and Indemnity Insurance.
• ID Theft Protection.
• Comprehensive 401(k) retirement plan with company match.
• Long-Term Care Insurance.
• Vacation, Sick, & Volunteer Time.
• Company Paid Holidays.
• Tuition Aid Program.