Technical Support Specialist - Warehouse Robotics & Automation

As a Technical Support Specialist in Warehouse Robotics & Automation at Exotec, you'll be responsible for monitoring robotic systems deployed at client sites and responding to customer inquiries regarding their operations. This role includes troubleshooting technical issues, collaborating with maintenance engineers, and ensuring prompt resolution of client concerns.

To qualify for the Technical Support Specialist role at Exotec, candidates should possess experience in technical customer service, have strong problem-resolution skills, and ideally have a background in warehousing operations. Familiarity with robotics or an eagerness to learn about robotic systems is also beneficial.

In the role of Technical Support Specialist at Exotec, you will respond to a variety of customer inquiries related to their installed robotic systems. This can range from operational questions to troubleshooting requests, ensuring clients feel supported throughout their experience with us.

Technical Support Specialists at Exotec can expect a rotating shift schedule, which includes overnight and weekend work. This allows us to provide round-the-clock support to our clients, maintaining the performance and reliability of our robotic systems.

Exotec offers a highly competitive compensation package for Technical Support Specialists, which includes hourly pay with shift differentials, annual bonuses, comprehensive healthcare benefits, generous vacation, and time off policies. Additionally, opportunities for continuous training and professional growth are an integral part of your employment.

When answering this question, tailor your response to showcase specific examples from your past roles that demonstrate your ability to handle high-pressure situations. Focus on how you prioritized tasks, resolved customer issues, and maintained excellent communication under stress.

Your answer should reflect a genuine interest in robotics and the mission of Exotec. Discuss any relevant experiences, how technology captivates you, or your excitement about being part of a cutting-edge industry that is shaping the future of work.

Explain your problem-solving process clearly. Mention steps like identifying the issue, gathering information, consulting with peers if necessary, and implementing solutions, always emphasizing the importance of customer satisfaction throughout.

Highlight a specific instance where you encountered a challenging customer interaction. Describe the situation, the steps you took to calm the customer, and how you ultimately resolved their issue, ensuring that your focus remained on their satisfaction.

Demonstrate your knowledge of Exotec by discussing its innovative robotics solutions, their global deployment, and how they contribute to improving efficiency in retail and eCommerce. This shows your enthusiasm and preparedness for the role.

Discuss how collaboration is vital in technical support roles, share relevant situations where you worked with others to solve problems, and mention the positive outcomes that resulted from teamwork.

Express your willingness and readiness to adapt to a rotating schedule, highlighting any previous experiences in roles that required flexibility. If relevant, mention that you understand this schedule is critical for maintaining client support.

Explain your strategy for staying updated, such as following industry news, participating in online forums, and engaging in professional development opportunities. This showcases your dedication to continuous learning.

Use a specific example to illustrate your adaptability. Detail the context, the new technology you encountered, your learning process, and how you successfully implemented it in your work.

Discuss key skills like strong analytical abilities, excellent communication, teamwork, and problem-solving. You might also mention technical skills related to robotics that would enhance your contribution in this role.