Service and Support Specialist
AutoStore · Atlanta
Pio, a business unit of AutoStore, is making warehouse automation accessible to a much broader market through a simplified and more affordable automation solution powered by AutoStore technology. As we continue to grow across North America, we are looking for a motivated and hands-on Support & Service Associate to help ensure our customers receive exceptional support and service throughout the lifecycle of their Pio system.
This is an ideal opportunity for someone early in their career who enjoys solving technical problems, working directly with customers, a mix of desk work and field work and is motivated by working with cutting-edge warehouse automation technology.
The Role
As Service and Support Specialist, you will be responsible for supporting Pio customers across the United States and Canada through a combination of remote technical support and on-site service activities.
You will help customers troubleshoot software and hardware issues, perform preventative maintenance and repairs, support system commissioning and upgrades, and work closely with the broader Pio Deployment & Operations team to deliver an outstanding customer experience.
This role combines remote technical support with hands-on service activities at customer sites and service hubs across North America. Travel requirements are largely driven by customer needs and service demand, resulting in a mix of planned and short-notice field assignments.
You Will Develop Expertise In
- Pio Software including software features and workflows, system configuration, diagnostics, software troubleshooting and API / integrations with third-party software.
- AutoStore Software including Console, CubeAnalytics and other tools used to monitor, diagnose, and support AutoStore systems.
- AutoStore Hardware including robots, ports, controllers, grids, and other AutoStore modules.
- Service & Maintenance Best Practices including preventative maintenance, troubleshooting methodologies, repair procedures, and safe execution of field service activities.
- Warehouse Operations & Customer Best Practices by developing an understanding of how customers operate their warehouses, manage inventory flows, and utilize Pio in their daily operations. This operational understanding is critical for effective troubleshooting and, over time, enables the ability to advise customers on best-practice use of their Pio system.
Key Tasks & Responsibilities
- Provide first and second-line support for Pio customers across the United States and Canada (hardware and software).
- Work with our EMEA team to provide first- and second-line support for direct and distributor-sold sites for other geographies when needed.
- Diagnose and troubleshoot software, hardware, operational, and system performance issues.
- Deliver remote assistance through ticketing systems and remote access tools.
- Guide customers through troubleshooting and corrective actions, enabling issues to be resolved safely and efficiently whenever possible without requiring an on-site visit.
- Support customers during system go-live, stabilization, and ongoing operations.
- Build trusted relationships with customers by providing professional, responsive, and solution-oriented support.
- Travel to customer sites and service hubs to perform preventive maintenance and repairs.
- Assist with commissioning, deployment, and testing activities for new sites when required.
Key Qualifications
We are looking for an early-career professional who combines strong technical curiosity with a hands-on attitude and a desire to learn.
- Experience in technical support, field service, maintenance, automation, IT, mechanical systems, or related fields is beneficial but not required.
- Strong troubleshooting and problem-solving skills.
- Basic understanding of software, IT systems and networking concepts.
- Comfortable using hand tools and performing mechanical repairs.
- Excellent customer service and communication skills.
- Ability to remain calm and focused when resolving customer issues.
- Strong attention to detail and commitment to quality.
- Technical diploma, associate degree, trade certification, or equivalent hands-on experience.
- Experience with warehouse automation, robotics, conveyors, or industrial equipment is a huge plus
- Ability to travel up to 40%.
We Offer:
- Comprehensive Medical, Dental, and Vision plans
- Health Savings Account (HSA) with a company contribution
- Generous Paid Time Off including 12 holidays, paid exercise time, paid volunteer time, and paid parental leave plans for all new parents
- Retirement 401(k) plan with employer match and discretionary profit sharing contribution
- Educational assistance and professional development programs, including mentorship/coaching programs with external industry leaders
- Additional benefits include Group Life Insurance, Voluntary Additional Life Insurance, Disability Insurance, Employee Assistance programs, and more!
AutoStore is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, pregnancy-related conditions, and lactation), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances.