Service and Support Specialist

About the Role

Pio, a business unit of AutoStore, is seeking a motivated and hands-on Support & Service Associate to ensure customers receive exceptional support and service throughout the lifecycle of their Pio system. This role is ideal for an early-career professional interested in solving technical problems, customer interaction, and working with cutting-edge warehouse automation technology. The role combines remote technical support with hands-on service activities.

Key Responsibilities

• Provide first and second-line support for Pio customers across the United States and Canada (hardware and software).
• Assist the EMEA team with first- and second-line support for direct and distributor-sold sites in other geographies when needed.
• Diagnose and troubleshoot software, hardware, operational, and system performance issues.
• Deliver remote assistance using ticketing systems and remote access tools.
• Guide customers through troubleshooting and corrective actions to resolve issues efficiently, preferably without an on-site visit.
• Support customers during system go-live, stabilization, and ongoing operations.
• Build trusted customer relationships through 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.

Developing Expertise In

• Pio Software: features, workflows, system configuration, diagnostics, troubleshooting, and API/integrations.
• AutoStore Software: Console, CubeAnalytics, and other monitoring/diagnostic tools.
• AutoStore Hardware: robots, ports, controllers, grids, and modules.
• Service & Maintenance Best Practices: preventative maintenance, troubleshooting methodologies, repair procedures, and safe field service execution.
• Warehouse Operations & Customer Best Practices: understanding customer warehouse operations, inventory flows, and Pio system utilization.

Requirements & Tech Stack

• 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.
• Ability to travel up to 40%.

Qualifications

• Technical diploma, associate degree, trade certification, or equivalent hands-on experience.
• Experience in technical support, field service, maintenance, automation, IT, mechanical systems, or related fields is beneficial but not required.
• Experience with warehouse automation, robotics, conveyors, or industrial equipment is a plus.