Engineer- Hardware Support

WHY GO WITH GREYORANGE?

At GreyOrange, we develop leading-edge fulfillment technology that gets the right product to the right place at the right time. In today's age of immediacy, where customers expect to receive their order right away, retailers must take a completely new approach to compete. By leveraging AI, robotics and machine learning, GreyOrange transforms how businesses fulfill orders and keep promises to their customers. GreyOrange is a global company with core operations in North America, Europe, India and Japan.

We apply modern thinking and technology to solve today's fulfillment challenges - and we're looking for modern minds to join us.

About our solutions

GreyOrange technology specializes in bringing warehouses, distribution centers, and fulfillment centers into the future. Our AI-driven GreyMatter Fulfillment Operating System and Ranger robot series are combined solutions that continuously prioritize decisions and workflows to efficiently orchestrate tasks, time and teams of people and robots for optimum performance across a distribution center. Real-time data is fed into always-solving algorithms that calculate each next-best decision, whether solving for every-day performance or solving for peak period commitments. The result is a fast, agile and precisely tuned operation that equips our customers to perpetually meet the what-when-where expectations of their customers.

Job Title

• Engineer

• Hardware Support

GreyOrange is seeking a talented and motivated Hardware Support Engineer to support external/ internal customers for warehouse automation industry products. He will be responsible to provide 1st level L3 hardware support for allocated product lines as per decided SOPs. You are also responsible for knowledge sharing, monitoring and resolution for the Hardware across geography and share the relevant feedback to the internal L3 Hardware team and CFTs as required.

Responsibilities:

• Responsible for efficiently handling and resolving 1st level technical issues of GOR Products.

• Ensure timely and effective action as per decided workflow based on priority and severity for each ticket.

• Prime SPOC for customers/ Regional teams/ Partners for issues related to Product Hardware.

• Should ensure maximum issues are resolved within the defined Hardware SLA.

• Should ensure adherence to committed SLA's for each reported issue.

• Should follow ticketing SOP's and ensure tickets are being generated with all relevant technical details captured for every issue.

• Should follow internal escalation matrix basis severity and resolution time.

• Should ensure all relevant site-specific technical documentation as well as documentation regarding new product lines/or features are accurately captured from sites and shared with the team.

• Should support L3 Hardware lead in developing an eminently capable and technically competent team of engineers to provide dedicated support for the Regional/ Partners and Customers.

• Responsible for creating and monitoring hardware components across sites.

• Should develop a framework to predict potential/future failures and ensure requisite preventive measures are taken.

• Perform and provide counsel on diagnosing and repairing equipment and systems (both hardware and software)

• Ensure customer satisfaction through direct liaison with client representatives, customers and service recipients.

• Delivering the periodic maintenance services.

• Achievement, measurement and reporting of performance indicators and site service objectives.

• Report near misses, incidents and other opportunities for improvement.

• Need to travel overseas for an extended period depending on the project requirements to stabilize the product and support the H/w and Installations if required.

Desired Skill Requirements:

• B.E / B.Tech in EEE / ME/ Mechatronics/ EI or relevant with 0-1 yrs. experience.

• Fresher Experience preferential with projects performed in H.W/ Robotics/ Automation etc.

• Hardware Troubleshooting / understanding mind set using Linux will be an advantage.

• Onsite exposure while projects undertaken in Vocational training will be an advantage.

• Should have basic knowledge of Linux/ Shell terminals/ Putty/ Kitty etc.

• Good communication skills and willing to work in rotational shifts.

• Good analytical, reasoning skills with eager to learn attitude.

• Should have strong communications skills and should be eager to work in a high-energy culture.

• Strong business acumen, excellent written, verbal and presentation skills.

• Ability to interact with cross-functional and international teams.

• Troubleshoot problems and communicate effectively across time zones and cultures.

• Comfortable with basic knowledge of Linux and MS office, G- Suite etc.

• Availability to travel and be based abroad for extended periods will be a plus.

Equal Opportunity Employer:

Grey Orange Inc. is an equal employment opportunity employer. The company's policy is not to discriminate against any applicant or employee based on race, colour, religion, national origin, gender, age, sexual orientation, gender identity or expression, veteran status, marital status, mental or physical disability, and genetic information, or any other basis protected by applicable law. Grey Orange also prohibits harassment of applicants or employees based on any of these protected categories.