Autonomous & IoT Remote Support Engineer, Americas Region

Regional technical remote support role in a global setup

This is a key role for ensuring high performance and uptime of Nilfisk’s growing fleet of connected and autonomous cleaning equipment, providing advanced remote support and issue diagnostics for field service operations, primarily across the Americas region but as part of a global support setup. The Remote Diagnostics Engineer works closely with local Field Service Technicians, Technical Support teams, Autonomous TST* team and external technology partners to identify and resolve SW/HW and connectivity issues related to the operating fleet of IoT connected and autonomous machines. An integral part of the role is to support quality management processes by creating technical failure reports (TFR) for the autonomous floorcare portfolio and assist in advancing open cases in the 8-step quality management process. In addition to the day-to-day support role, you will collaborate with the Autonomous TST team on developing technical documentation and training content for Field Service Technicians in terms of instructions, presentations, videos and recorded/live webinars etc.
 

As a Remote Support Engineer, your primary tasks will be:

• Perform real-time remote troubleshooting of autonomous and manual IoT connected machines in the field
• Follow up on open cases and gather learnings from closed cases
• Contribute to quality management flows (investigation and documentation of issues and resolutions) in Nilfisk TFR system
• Conduct technical analysis of machine failures, looking for serial SW/HW and connectivity issues and bugs in the machines and report them to the Autonomous & IoT TSTs and external technology partners
• Work closely with the Autonomous & IoT TSTs in developing, documenting and communicating technical insights to key stakeholders (e-learning, webinars etc.)
• Occasionally travel internationally to attend technical training/onboarding events, participate in equipment tests and reviews, meet with technology partners etc.

Qualifications:

• Bachelor’s degree in electrical, mechanical engineering, computer science or significant equivalent work experience
• Strong knowledge of robotics and robotic systems, preferably from cleaning machines
• 3-5 years’ experience in a technical service/support role, either remote or field operations
• Ability to understand electrical diagrams and troubleshoot complex electrical systems
• Experience working with GUI engineering and service tools
• Experience working in a Linux environment and with terminals, or ability to learn
• Ability to use remote desktop applications for Windows and other environments to monitor the fleet and troubleshoot individual machines

Personal skills:

• Excellent in providing technical support to front-end personnel through remote media
• Curiosity and persistence to get to the bottom of issues and …