Engineering Support Manager

About Pingspace:
Pingspace is a robotics company specializing in cube-based Automated Storage and Retrieval Systems (ASRS) for warehouses. Our mission is to make warehouse automation accessible to businesses of all sizes, helping them optimize operations and scale efficiently.

Job Summary:
We are seeking a proactive and detail-oriented Engineering Support Manager to oversee technical support operations and ensure the smooth deployment and maintenance of Pingspace’s automated systems. This role is critical in ensuring customer satisfaction through technical excellence, prompt resolution of issues, and continuous improvement of our solutions.

Key Responsibilities:

1. Technical Support Management
   • Lead the engineering support team to deliver exceptional customer support for our warehouse automation systems.
   • Develop and maintain troubleshooting procedures to ensure rapid identification and resolution of technical issues.
   • Serve as an escalation point for complex technical challenges, coordinating cross-functional resources to resolve issues promptly.
2. Team Leadership and Development
   • Guide and mentor the engineering support team to build technical expertise and enhance customer service skills.
   • Set performance goals, conduct regular performance reviews, and foster a culture of collaboration and continuous learning.
3. System Maintenance and Monitoring
   • Oversee the implementation of preventive maintenance schedules for deployed systems.
   • Monitor system performance metrics to identify and address potential issues before they impact operations.
4. Customer Communication
   • Act as the primary liaison between customers and the engineering team, ensuring clear communication and managing expectations.
   • Provide technical training and resources to customers, empowering them to use and maintain our systems effectively.
5. Process Improvement
   • Collaborate with product and engineering teams to identify recurring issues and contribute to the design and development of improved system components.
   • Implement tools and technologies to enhance the efficiency and effectiveness of the support team.
6. Documentation and Reporting
   • Maintain detailed records of support activities, system issues, and resolutions.
   • Generate reports on support metrics, system performance, and customer feedback for internal stakeholders.

Requirements:

• Bachelor’s degree in Engineering, Robotics, or a related field.
• 5+ years of experience in technical support or engineering roles, preferably in automation or robotics industries.
• Strong leadership skills with a proven ability to manage and develop teams.
• Excellent problem-solving and analytical skills, with attention to detail.
• Proficiency in troubleshooting mechanical, electrical, and software systems.
• Familiarity with warehouse management systems (WMS) and automated storage and retrieval systems (ASRS) is a plus.
• Strong communication and interpersonal skills, with a customer-focused mindset.
• Ability to travel occasionally for on-site support and training.

What We Offer:
• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• A dynamic, innovative, and collaborative work environment.
• The chance to be part of a fast-growing company shaping the future of warehouse automation.