Purpose of Role

The purpose of this role is to coordinate and execute the installation of Rehrig Pacific’s Pallet Management Solutions (Qtek) and Vision Object Recognition (VOR) systems. This individual will also be responsible for performing maintenance, troubleshooting, diagnostics, and repairs across all of Rehrig Pacific’s Direct-to-Store Delivery (DSD) and Supply Chain Technology offerings. These include, but are not limited to, the VOR Ecosystem, Qtek Equipment, and DSD Material Handling Solutions. The role is primarily customer-facing, with additional collaboration across internal teams such as Quality, Procurement, and New Product Development.

Areas of Accountabilities

Pre-install Preparation

• Collaborate with Hardware Engineer on initial customer site visit.
• Evaluate customer site infrastructure readiness and compare to equipment requirements.
• Coordinate local contractors to run power and data lines to the new equipment location.
• Coordinate with cross-functional partners within the company to support larger installations.

Install Hardware

• Perform post-delivery inspections of equipment, repair damages, and make any necessary modifications.
• Perform equipment installation on site, complete checklists, and perform testing.
• Review equipment specifications and functionality with customer post installation.
• Collaborate with Support staff and act as an equipment subject matter expert to support equipment troubleshooting.

Provide Technical Support

• Work with equipment vendors for troubleshooting and part replacement.
• Capture customer feedback to recommend software feature improvements to increase functional value.
• Support NPD new tech initiatives and implementation of pilot technology.
• Work with the team to develop necessary documentation (implementation questionnaires, checklists, internal installation, and training guides), and refine those already in place.
• Support the demo equipment fleet through regular checks and repairs between customer demos.

In-Field Service Support

• Perform preventive maintenance inspections and repairs at customer sites.
• Support warranty service requests.
• Provide a high level of courteous and professional customer service.

Support Service Business Development

• Simulate in-field issues to provide diagnosis support and troubleshoot testing.
• Strengthen the customer in-field support strategy as directed by the category.
• Help develop Rehrig Pacific’s internal service strategy by evaluating the condition of in-service equipment.

Knowledge, Skills, and Experience

• Bachelor’s Degree, or equivalent work experience, preferably in Engineering or mechanical related fields.
• Minimum of 2 years Material Handling Field Service Technician experience preferred.
• Must have working knowledge of electrical and hydraulic schematics.
• Strong technical aptitude of mechanical and electrical systems.
• Must possess excellent communication skills (Written and Verbal).
• Ability to work independently and autonomously in a fast-moving environment.
• Ability to manage multiple projects and work collaboratively with cross-functional teams.
• Ability to hold yourself and others accountable to meet commitments.
• Position will require a minimum of 50% travel.
• Ability to lift at least 50 lbs.